Job Summary

Fresher Jobs Hub is seeking a highly skilled and motivated Senior Customer Support Agent to join our remote team. The ideal candidate will act as a key liaison between our customers and the company, delivering exceptional service while resolving complex issues efficiently. This role requires a proactive problem solver with excellent communication skills and a strong customer-centric mindset. As a senior member of the team, you will also mentor junior agents and contribute to improving support processes.

Key Responsibilities

• Manage and resolve escalated customer inquiries via phone, email, chat, and social media.

• Provide timely, accurate, and professional responses to complex customer issues.

• Maintain detailed records of customer interactions and follow-ups in CRM systems.

• Identify recurring customer challenges and propose process improvements.

• Collaborate with cross-functional teams to ensure customer satisfaction and operational efficiency.

• Mentor and train junior support agents, sharing best practices and knowledge.

• Monitor customer feedback and provide insights to management for service improvement.

• Ensure adherence to company policies, service level agreements (SLAs), and quality standards.

Required Skills and Qualifications

• Proven experience in customer support or service, preferably in a senior or lead role.

• Exceptional verbal and written communication skills in English.

• Strong problem-solving skills and ability to think critically under pressure.

• Proficiency in CRM software and other customer service tools.

• Ability to work independently and manage multiple tasks efficiently.

• Patience, empathy, and a genuine passion for helping customers.

• Knowledge of remote work best practices and time management.

Experience

• Minimum 3–5 years of experience in customer support or related fields.

• Experience handling escalated cases and leading small teams is highly desirable.

Working Hours

• Remote position with flexible working hours, typically 40 hours per week.

• Some shifts may include evenings, weekends, or holidays depending on customer demand.

Knowledge, Skills, and Abilities

• Deep understanding of customer service principles and best practices.

• Ability to analyze customer feedback and trends to improve service delivery.

• Strong interpersonal skills with the ability to influence and motivate others.

• Skilled in handling difficult customers with tact and professionalism.

• Adept at using technology to streamline workflows and improve efficiency.

Benefits

• Competitive salary with performance-based incentives.

• Flexible remote work environment.

• Health and wellness benefits.

• Opportunities for career growth and professional development.

• Supportive and inclusive company culture.

Why Join Fresher Jobs Hub?

At Fresher Jobs Hub, we are committed to delivering exceptional service to our customers while fostering a collaborative and growth-oriented work environment. Joining our team means working with innovative leaders, gaining exposure to diverse customer interactions, and being recognized for your contributions. We value talent, creativity, and dedication, and provide opportunities to advance your career while maintaining work-life balance.

How to Apply

Interested candidates are invited to submit their resume and a cover letter outlining their experience and suitability for the role via Fresher Jobs Hub Careers Portal / email. Shortlisted candidates will be contacted for a virtual interview.