Job Summary

Fresher Jobs Hub is seeking an experienced Senior Customer Support Agent to join our dynamic team remotely. This role is ideal for individuals with a strong background in customer service, excellent problem-solving skills, and the ability to handle complex customer issues efficiently. As a senior member of the support team, you will provide high-quality assistance to customers, mentor junior agents, and contribute to process improvements that enhance customer satisfaction.

Key Responsibilities

• Serve as the primary point of contact for escalated customer inquiries, ensuring quick and effective resolution.
• Provide exceptional customer service via email, chat, and phone, maintaining a professional and empathetic tone.
• Guide and mentor junior support agents, offering training and constructive feedback.
• Analyze customer complaints and work closely with other departments to improve service processes.
• Document and update customer interactions in the companys CRM system.
• Identify recurring customer issues and recommend long-term solutions.
• Stay updated with company policies, product knowledge, and industry trends to provide accurate information.
• Handle high-priority or VIP customers with professionalism and discretion.
• Participate in team meetings, training sessions, and customer experience enhancement initiatives.

Required Skills and Qualifications

• Strong communication skills (verbal and written) with fluency in English.
• Minimum of 3 years of experience in a customer support role, preferably in a senior or leadership capacity.
• Experience handling complex customer complaints and escalations.
• Proficiency in using customer support tools such as Zendesk, Freshdesk, or Salesforce.
• Ability to work independently while collaborating effectively with remote teams.
• Strong analytical and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• High emotional intelligence and customer-centric mindset.

Experience

• 3+ years in customer support, with at least 1 year in a senior or leadership role.
• Experience in remote customer service is a plus.
• Background in tech support, e-commerce, or SaaS industries is preferred.

Working Hours

• Flexible remote work schedule.
• May require weekend or evening shifts, depending on customer demand.

Knowledge, Skills, and Abilities

• Strong ability to de-escalate difficult situations and resolve conflicts professionally.
• Proficiency in CRM and helpdesk software.
• Understanding of best practices in customer service and support operations.
• Ability to adapt to new technologies and processes quickly.

Benefits

• Competitive salary based on experience.
• Work-from-home flexibility.
• Professional development and training opportunities.
• Performance-based bonuses.
• Health and wellness benefits (if applicable).
• A collaborative and supportive team environment.

Why Join Us?

At Fresher Jobs Hub, we value our employees and foster a culture of growth, learning, and excellence. By joining our team, you will:

• Be part of a company that prioritizes customer experience and employee well-being.
• Work in a fully remote environment with flexibility.
• Have opportunities for career progression and leadership roles.
• Engage in meaningful customer interactions that make a difference.

How to Apply

If you are a highly motivated customer service professional looking to take the next step in your career, we would love to hear from you!

To apply, please submit your updated resume and a cover letter detailing your experience and why you would be a great fit for this role.