32364070716 - Customer Service Representative 1

Job Title: Customer Service Representative

Schedule: 9 AM - 5 PM EST, Saturday through Wednesday

Salary: $600 - $700 USD monthly

Position Overview:

As a Customer Service Representative, you’ll be the frontline of support, providing fast, accurate, and friendly assistance to our customers through Intercom chat. You’ll be expected to handle customer inquiries with a focus on providing clear solutions and maintaining a first response time of under 4 minutes. Additionally, you’ll be trained on using the Bandwango backend to resolve technical issues and help customers navigate the platform effectively.

Key Responsibilities:

• Respond to customer inquiries via Intercom chat in a timely and professional manner, aiming to resolve issues quickly and efficiently.
• Maintain an average first response time of under 4 minutes during all working hours.
• Become proficient in Bandwango’s backend system to troubleshoot and assist with customer inquiries regarding the platform’s features and functionality.
• Provide guidance and solutions on common customer issues, including account setup, troubleshooting, promotions, and usage.
• Ensure consistent communication with customers by providing timely updates and resolutions.
• Document customer interactions, issues, and resolutions in our CRM system.
• Collaborate with team members and other departments to escalate complex issues when necessary.
• Assist with feedback collection to help improve the customer experience and enhance our platform.

• 3+ years of experience in a customer service role, preferably in a fast-paced, chat-based environment.
• Experience using Intercom
• Excellent written communication skills with the ability to convey complex information in a clear and approachable manner.
• Ability to manage multiple conversations simultaneously while maintaining a high level of accuracy.
• Strong problem-solving skills with the ability to think critically and stay calm under pressure.
• Detail-oriented and able to follow up to ensure customer satisfaction.
• Familiarity with SaaS products or backend systems is a plus, but not required—training will be provided.
• Ability to work independently and as part of a team.