Customer Service Representative – ESL

About the Role

We are seeking a Customer Service Representative to assist non-native English speakers. This pivotal role involves overseeing routine service operations, streamlining administrative and logistical processes for service requests, and providing essential support to both clients and field staff. You will operate within a professional outsourcing firm dedicated to delivering premium service solutions to international partners.

Requirements

• You should possess a background in operations, service coordination, customer support, or scheduling.
• Candidates with prior experience in service-based sectors like construction, electrical, or mechanical fields are preferred.
• You need demonstrated experience in managing operational workflows, coordinating field staff, and overseeing service appointments.
• Experience with scheduling software, service management tools, or ERP systems is highly advantageous.
• You must be able to work during the day and be capable of working in an environment where English is an additional language for many participants.

Responsibilities

• You will manage day-to-day service activities, such as maintenance tasks, emergency calls, breakdowns, and service dispatch.
• You will organize technician schedules and distribute workloads across designated areas.
• You will act as the primary contact for escalating customer issues, responding to inbound requests, returning calls, and providing status updates.
• You will document service interactions in the database, manage shared service email accounts, and handle procurement orders, parts inventory, and service contracts.
• You will perform technical and operational triage, collaborate with leadership on workflow evaluations, and provide guidance to Junior Coordinators.
• You will ensure all tasks comply with security standards while adhering to set KPIs, SLAs, and customer satisfaction benchmarks.

Benefits & Perks

• You will receive a competitive salary with weekly pay, annual performance-based bonuses, and recurring compensation assessments.
• You are entitled to 20 vacation days and 7 sick days annually.
• You will be enrolled in an HMO plan starting on your first day, with the ability to include dependents annually.
• You have the option to choose between working remotely or from the office.