Customer Service Rep on HireSwiftlee

What you do

Day-to-day on this role

Answer customer questions over phone, email, and chat
Resolve account, billing, shipping, and product questions in a CRM
Escalate technical or billing exceptions to Tier 2 / engineering
Document each ticket cleanly — the note is the work product
Hit CSAT, FCR, and AHT targets without sacrificing tone

What U.S. clients expect

Typical requirements

English

B2 or higher (clear, neutral accent for U.S. callers)

Experience

1–3 years of CSR experience preferred, not required

Schedule

Common shifts: U.S. business hours (PT or ET), some weekends

Tools you'll touch

Zendesk · Intercom · Salesforce Service Cloud · Kustomer · Gorgias

Free on HireSwiftlee

Trainings + assessments you can take for this role

Every credential earned shows on your public profile and ranks you higher for matching campaigns.

Training + attestation

Customer Service Excellence — Tier 1 Support

12 modules + attestation covering tone, the HEARD pattern, ticket lifecycle, triage, de-escalation, escalation criteria, documentation, and CSAT/FCR/AHT trade-offs. Issues a profile badge.

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Industry credentials

Certifications candidates often hold

Not required to apply — but holding one of these strengthens your profile and can unlock higher-paying roles.

COPC CSA — Customer Service AssociateIndependent BPO-industry credential — useful if you came up through TelePerformance, Concentrix, or similar.
HDI Customer Service RepresentativeRecognized U.S. helpdesk credential, especially for SaaS support roles.

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