Company Overview

The organisation is committed to delivering reliable customer experiences through responsive communication, effective problem resolution, and consistent service standards. Its customer-facing teams help customers understand products and services, navigate account-related processes, resolve concerns, and access the information they need throughout their relationship with the organisation.

The organisation is seeking a Customer Service Representative to support customers across digital communication channels and contribute to a professional, helpful, and customer-focused service environment. The successful candidate will work with internal teams to resolve enquiries, maintain accurate customer records, and identify opportunities to improve service delivery.

Role Summary

The Customer Service Representative will serve as a primary point of contact for customers seeking assistance with general enquiries, account information, service requests, and product-related questions. The role involves responding to customer messages, investigating issues, explaining procedures, and ensuring that requests are handled accurately and within established service standards.

Working remotely from Estonia, the successful candidate will communicate with customers through email, live chat, telephone, or other supported channels. The ideal candidate will have strong communication skills, a patient and professional approach, and the ability to manage multiple enquiries while maintaining service quality and attention to detail.

Key Responsibilities

• Respond to customer enquiries through approved communication channels, including email, live chat, telephone, and customer support platforms.

• Provide clear and accurate information about products, services, account procedures, service conditions, and relevant policies.

• Identify customer needs by asking appropriate questions and reviewing available account or service information.

• Investigate customer concerns and provide practical solutions within established procedures and authorised responsibilities.

• Escalate complex, sensitive, or unresolved issues to the appropriate technical, operational, billing, or specialist support teams.

• Maintain accurate records of customer interactions, enquiries, complaints, resolutions, and follow-up commitments in the relevant customer relationship management system.

• Monitor outstanding customer requests and follow up to ensure that agreed actions are completed.

• Explain service processes and troubleshooting steps in language that customers can easily understand.

• Handle complaints professionally, acknowledge customer concerns, and work toward fair and appropriate resolutions.

• Verify customer information in accordance with established identity verification, privacy, and information security procedures.

• Prioritise incoming requests according to urgency, customer impact, and internal service-level requirements.

• Identify recurring customer questions, common service problems, and potential improvements to support documentation.

• Collaborate with customer success, technical support, billing, and operations teams to resolve issues requiring cross-functional input.

• Contribute to the maintenance of frequently asked questions, response templates, and customer support knowledge resources.

• Meet agreed service quality, response-time, customer satisfaction, and case-resolution expectations.

• Provide feedback to supervisors about recurring operational challenges and opportunities to improve the customer experience.

• Maintain a professional tone and consistent service standards across all customer interactions.

Requirements and Qualifications

• Secondary education or a relevant qualification in Business Administration, Communications, Customer Service, or a related field.

• Previous experience in customer service, customer support, contact centre operations, retail service, or another customer-facing role is beneficial.

• Excellent written and verbal communication skills, with the ability to explain information clearly and professionally.

• Strong listening, questioning, and problem-solving skills.

• Ability to remain calm and courteous when handling complaints, difficult conversations, or high enquiry volumes.

• Familiarity with customer relationship management systems, ticketing platforms, live chat tools, or helpdesk software is an advantage.

• Good computer literacy and confidence using email, spreadsheets, online communication platforms, and web-based applications.

• Strong organisational skills and the ability to manage several enquiries while maintaining accurate records.

• Attention to detail when reviewing customer information and following service procedures.

• Understanding of confidentiality, personal data protection, and responsible customer information handling.

• Ability to work independently, follow established guidelines, and seek assistance when an issue requires escalation.

• Professional English proficiency; additional language skills are beneficial when supporting customers across different markets.

• Reliable internet access, a suitable remote working environment, and the ability to collaborate effectively with a distributed team.

Benefits

• Remote working opportunity within Estonia.

• Opportunity to develop customer service, communication, and problem-solving skills.

• Exposure to customer experience processes, support systems, and cross-functional business operations.

• Professional development opportunities in customer success, technical support, and service operations.

• A collaborative environment that values customer satisfaction, accuracy, and continuous improvement.

• Opportunities to contribute ideas that improve customer communication and support efficiency.

Application Instructions

Interested candidates should submit an up-to-date CV highlighting relevant customer service experience, communication abilities, and familiarity with customer support tools. Applications should describe examples of resolving enquiries, handling complaints, managing competing requests, or improving the customer experience. Candidates should also demonstrate their ability to maintain accurate records, protect confidential information, and work independently in a remote environment.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

#JobsHubEstonia #GlobalRecruitment
#CareerOpportunities #HiringNow
#JobSeekersNetwork #EstoniaJobs
#RecruitmentServices #EmploymentPortal.