Job Summary

SoftHelp Desk is seeking a highly motivated and customer-focused Customer Relations Officer to join our remote team. In this role, you will be the voice of the company, ensuring customer satisfaction through prompt, empathetic, and effective communication. You will build strong relationships, resolve inquiries, and assist customers with products or services while contributing to the continuous improvement of our customer support processes. If you are passionate about creating positive customer experiences and have excellent communication skills, this is the role for you.

Key Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, chat, and other communication channels.

• Provide timely and accurate information to customers regarding products, services, policies, and processes.

• Resolve customer complaints and issues efficiently, ensuring customer satisfaction and loyalty.

• Escalate unresolved issues to relevant teams while following up to ensure closure.

• Document customer interactions and feedback accurately in the CRM system.

• Collaborate with cross-functional teams to improve customer experience and product/service offerings.

• Identify recurring issues and provide actionable insights to management.

• Ensure compliance with company policies and maintain high-quality standards in communication and problem-solving.

• Assist in training new team members and share best practices to enhance team performance.

Required Skills and Qualifications

• Bachelor’s degree in any discipline or equivalent work experience.

• Proven experience in customer service, support, or client relations.

• Excellent verbal and written communication skills in English.

• Strong problem-solving abilities with a customer-first mindset.

• Ability to multitask, prioritize, and manage time effectively.

• Familiarity with CRM tools, ticketing systems, and communication platforms.

• Patience, empathy, and active listening skills.

• Ability to work independently with minimal supervision.

• Basic computer proficiency, including MS Office or Google Workspace.

Experience

• 1–3 years of experience in customer service or related roles preferred.

• Experience working remotely is an advantage but not mandatory.

• Exposure to handling escalations, feedback loops, and customer satisfaction surveys is desirable.

Working Hours

• Flexible working hours with defined shifts depending on client requirements.

• Ability to work across time zones and occasional weekend or evening shifts may be required.

• Performance-based scheduling with clear expectations and accountability.

Knowledge, Skills, and Abilities

• Strong interpersonal skills with the ability to adapt communication style to different customer personas.

• Analytical thinking to assess problems and provide structured solutions.

• Emotional intelligence to handle challenging situations with composure.

• Ability to learn quickly and stay updated with product/service changes.

• Professional attitude, integrity, and commitment to customer satisfaction.

• Familiarity with data privacy and customer confidentiality protocols.

Benefits

• Work from anywhere – enjoy flexibility and autonomy.

• Competitive salary with performance incentives.

• Paid training and development programs.

• Opportunities for career growth and internal promotions.

• Wellness programs and mental health support.

• Collaborative and supportive remote work culture.

• Recognition programs and rewards for excellence.

Why Join SoftHelp Desk?

SoftHelp Desk is more than just a workplace—it’s a community where every team member is valued, empowered, and supported. We believe in fostering a culture of empathy, innovation, and learning. As a Customer Relations Officer, you’ll not only enhance customer satisfaction but also grow personally and professionally in a forward-thinking environment. Join us to be part of a team that values communication, care, and customer success.

How to Apply

Interested candidates are invited to submit their resume along with a cover letter explaining their passion for customer relations and why they are a great fit for SoftHelp Desk. Please send your application to us with the subject line: Customer Relations Officer – Remote Application.