Customer Service Representative (CSR) – International Markets

Job Description

Sumato Solutions is a reliable software development company that delivers custom digital solutions to clients globally. Our key services are custom software development, mobile and web applications, UI/UX design, digital marketing, and staff augmentation. Having a reputation for joint partnerships with national and international clients,  we deliver the best digital solutions.We are hiring a Customer Service Representative (CSR) who takes a proactive approach to business and provides exceptional client services in the Software Industry. An ideal candidate should have in-depth knowledge of client requirements, excellent communication skills, and the ability to resolve problems with precision and patience.

Key Responsibilities:

• Manage and respond to customer queries via email, chat, and phone, ensuring customer support across all communication channels.
• Deliver an efficient resolution rate to customer problems through effective problem-solving skills and professionalism.
• Maintain detailed, organized records of customer interactions taken using CRM systems to ensure proper tracking and follow-up and to support potential future sales conversations.
• Collaborate with internal teams and keep track of resolution progress, and stay in contact with customers throughout the process.
• Support documentation, such as FAQs, help guides, and standard response templates, to respond to frequent questions and identify needs that may lead to new sales opportunities.
• Get customer feedback and offer relevant information to enhance the support process, service quality, and user experience.
• Get updated on service changes and be consistent in messaging to clients globally. 
• Provide a detailed report on support metrics, including response rates and customer satisfaction scores, to improve team performance.
• Handle specified SLAs, to address all the client issues, uphold the company standards, and continue a service process to promote retention, customer satisfaction, and business expansion.

Requirements:

• Bachelor’s degree in Business Administration, IT, Mass Communication, or a relevant field.
• Minimum experience of 1-2 years in Customer Service or Customer interaction, preferably in assisting international clients and identifying cross-sale opportunities.
• Good verbal and written skills in English and able to communicate fluently and professionally with a persuasive tone when needed to promote services or product features.
• Strong listening skills, empathy, ability to react to the concerns of the customers.
• Basic knowledge of using Google Workspace (Docs, Sheets, Gmail) or Microsoft Office. 
• Understanding of SaaS products, technical troubleshooting, and service-based client support is a plus.
• Proven ability to resolve customer issues independently and efficiently within agreed service levels.
•  Maintain a customer-first approach that supports client retention and satisfaction.
• Strong problem-solving and critical-thinking skills; able to analyze situations and take appropriate actions.
• Interest in growing within the client services, customer experience, or customer service

Company Benefits

• Market Competitive Salary
• Weekend Off
• Personal Growth
• Paid Annual Leaves
• Performance-Based Increment
• Work Anniversaries & Birthdays Celebrations

Working Hours

Monday – Friday; 9:00 am to 6:00 pm