Customer Service Representative

Responsibilities:
Replying to customer enquiries via WhatsApp, email, phone, and website forms.
Following up with leads professionally to help convert them into paying customers.
Updating customer details, lead status, notes, and follow-up actions in the CRM.
Managing customer orders from enquiry to delivery.
Assigning work to translators or team members using Trello or similar task-management tools.
Updating spreadsheets accurately.
Checking basic information on customer documents, such as names, dates, document type, page count, and language pair.
Sending completed work to customers.
Providing polite and professional customer support.
Keeping clear records of all customer communication.
Escalating urgent or complex issues to management.
Helping improve customer service, sales follow-up, and internal processes.
Requirements:
At least 3 years of experience in customer service, sales support, virtual assistance, BPO, call centre, or remote operations.
Excellent written and spoken English.
Strong experience handling customers professionally.
Good sales skills and confidence in following up with leads.
Experience using CRM systems such as Zoho, HubSpot, Salesforce, Bitrix24, or similar.
Experience using task-management tools such as Trello, Asana, ClickUp, Monday.com, or similar.
Good spreadsheet skills.
Strong attention to detail.
Ability to work independently without constant supervision.
Ability to follow processes carefully.
Ability to handle sensitive customer information confidentially.
Strong internet connection and reliable work equipment.
A reliable laptop or desktop computer.
Stable high-speed internet.
Backup internet connection, such as mobile data or a secondary provider.
Reliable power supply or backup power solution.
Quiet working environment.
Working headset or earphones with a microphone.
Webcam for meetings when required.
Important Qualities:
Very reliable.
Fast to reply.
Honest and trustworthy.
Friendly and polite with customers.
Confident but not pushy.
Organised and detail-oriented.
Comfortable working with international customers.
Able to multitask.
Able to follow up consistently.
Able to work under pressure during busy periods.
Willing to learn our internal systems and processes.