job description
Join JMPC Marketing Services Corp as a Remote Customer Service Representative (CSR/TSR) and become part of an elite team supporting a leading US HVAC & boiler brand. This is a unique opportunity to work in a virtual, blended process environment, providing exceptional service to global customers via phone, chat, and email.
As a key member of our customer support team, you’ll handle inquiries, resolve issues, and ensure a seamless experience for clients across the US. Whether you’re assisting with technical questions, processing orders, or providing troubleshooting guidance, your role will be pivotal in maintaining our brand’s reputation for excellence.
Enjoy the flexibility of remote work while contributing to a dynamic, fast-paced industry. If you’re a problem-solver with a passion for customer satisfaction, this role offers the perfect blend of stability, growth, and the chance to work with a prestigious international brand.
Responsibility
- Provide professional, courteous, and efficient customer support via phone, email, and live chat.
- Handle inbound and outbound calls for a US-based HVAC & boiler brand, including order processing, inquiries, and complaints.
- Troubleshoot technical and product-related issues and provide accurate solutions or escalate as needed.
- Maintain detailed records of customer interactions, transactions, and follow-ups in CRM systems.
- Meet and exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Collaborate with cross-functional teams to ensure seamless service delivery and issue resolution.
- Stay updated on product knowledge, promotions, and industry trends to provide informed support.
- Adhere to company policies, compliance standards, and data protection regulations.
Qualifications
- Minimum 1-2 years of experience in customer service, call center, or BPO roles (preferably in a US account).
- Excellent English communication skills (verbal and written) with a neutral accent.
- Strong problem-solving and multitasking abilities in a fast-paced environment.
- Proficiency in CRM software, Microsoft Office, and basic troubleshooting tools.
- Ability to work flexible shifts, including nights or weekends, to align with US business hours.
- High school diploma or equivalent; college degree is a plus.
- Reliable internet connection and home office setup for remote work.
- Customer-focused mindset with a positive attitude and resilience under pressure.