Customer Service Representative – Software System

About the role

We are seeking a professional, polite, and highly communicative Customer Service Representative to support users of our software system. The role involves handling inbound and outbound inquiries across multiple channels and ensuring a seamless experience for our customers.

Key responsibilities

• Answer phone calls, WhatsApp, email and other channels to address customer inquiries.
• Explain software features, functions and usage in clear, step‑by‑step terms.
• Provide basic troubleshooting and resolve system‑related issues promptly.
• Escalate complex technical problems to the appropriate team and follow up until resolution.
• Make outbound calls for follow‑ups, satisfaction checks and feedback collection.
• Document all interactions, complaints and solutions in the CRM or internal system.
• Maintain professional relationships, handle complaints calmly and ensure high customer satisfaction.
• Collaborate with Sales, Technical Support and Operations to deliver consistent service.

Required profile

• Previous experience in Customer Service, Call Center or Technical Support.
• Experience working with software, SaaS platforms or CRM systems.
• Excellent verbal and written communication skills.
• Strong problem‑solving, analytical and detail‑oriented mindset.
• Ability to explain technical information in simple terms.
• Comfortable handling a high volume of inquiries and prioritising tasks.
• Capable of working independently and as part of a team.

Required skills

What we offer

• Opportunity to work with a modern software solution.
• Collaborative environment with cross‑functional teams.
• Performance‑based KPIs and professional development.