Customer Service Agent

About the role

The Customer Service Agent joins a 24/7/365 support team, acting as the primary point of contact between the company and its customers. You will handle high‑volume inbound and outbound interactions across phone, chat, and email, ensuring swift and professional resolution of inquiries while upholding regulatory standards.

Key responsibilities

• Respond to online chats within 1 minute and close them within 30 minutes.
• Answer emails and customer reviews within 1 hour.
• Pick up assigned phone calls within 30 seconds.
• Review and update pending tickets throughout the shift, focusing on tickets scheduled between 12:00 PM and 10:00 PM EAT.
• Assist customers with onboarding, registration, and transaction monitoring.
• Educate users on products, platform features, and services.
• Maintain accurate records of all interactions and follow up on unresolved issues.
• Collaborate with global teams to improve processes and participate in ongoing training.

Required profile

• Fluent in English (and optionally Somali) – spoken and written.
• Minimum of 1 month of relevant experience.
• Degree or equivalent work experience.
• Strong interpersonal and communication abilities.
• Proactive, fast‑thinking, and able to work independently.

Required skills

• Experience with CRM tools such as Freshdesk, Zendesk, or Zoho.
• Familiarity with Slack or similar collaboration platforms.