Customer Service Agent

About the role

We are seeking an experienced Customer Service Agent to be the first point of contact for our clients in Atlanta. The role involves handling enquiries via phone, email and live chat, ensuring a positive experience and upholding the company’s reputation for excellence.

Key responsibilities

• Respond to customer enquiries through telephone, email and live‑chat in a professional and timely manner.
• Identify customer needs, propose appropriate solutions and alternatives within set timeframes.
• Resolve product or service issues by clarifying complaints, diagnosing causes and communicating effective solutions.
• Maintain accurate records of interactions, transactions, comments and complaints in the CRM system.
• Process orders, forms, applications and requests as required.
• Collaborate with team members and other departments to ensure a seamless customer journey and resolve complex issues.
• Provide feedback on service processes and contribute to continuous improvement initiatives.
• Stay informed about new products, services and policies to deliver accurate information.

Required profile

• Proven experience in a customer‑facing role such as customer service or client support.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving ability and capacity to think quickly under pressure.
• High empathy, patience and composure in stressful situations.
• Organisational attention to detail and proactive, positive attitude.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using Customer Relationship Management (CRM) systems.