Full job description
About the Opportunity
Embark on a rewarding freelance journey with Droomwork as a Mid Customer Service Specialist!
Droomwork is the world’s leading freelance hiring platform—connecting top-tier African talent with innovative global companies faster, cheaper, and better.
We are onboarding a skilled Customer Service professional to support one of our international clients in delivering exceptional customer experience. In this role, you will handle customer inquiries, support service workflows, manage communication channels, and ensure customers receive timely, accurate, and high-quality assistance.
You will play a key role in maintaining service satisfaction, improving customer engagement, and supporting smooth operational processes across digital platforms.
What You Will Do
● Handle customer inquiries via email, chat, phone, or ticketing systems.
● Resolve issues promptly while providing clear, friendly, and professional responses.
● Assist customers with product information, troubleshooting steps, and service guidance.
● Escalate technical or complex issues to the appropriate internal teams.
● Document interactions, update customer records, and maintain accurate service logs.
● Monitor customer satisfaction trends and identify recurring issues or service gaps.
● Collaborate with cross-functional teams to improve customer experience and workflows.
● Follow customer service policies, scripts, and best practices to ensure consistency.
● Track and manage support tickets to ensure timely resolution.
● Contribute ideas to improve service processes and enhance overall customer satisfaction.
Requirements
● 2–4+ years of experience in Customer Service or Support roles.
● Strong communication skills—both written and verbal.
● Experience with customer service or ticketing platforms (Zendesk, Freshdesk, Intercom, etc.).
● Ability to troubleshoot basic customer problems and provide step-by-step guidance.
● Strong empathy, patience, and a customer-first mindset.
● Ability to work independently in a remote environment.
● Good documentation and record-keeping skills.
● Comfortable handling multiple inquiries and managing workload efficiently.
Ideal Candidate
● Friendly, patient, and solutions-driven.
● Confident in handling customers across different cultures and regions.
● Detail-oriented and organized in managing service documentation.
● Proactive and able to identify opportunities to improve service processes.
● Comfortable working autonomously in a fast-paced remote environment.
Tools You May Use
● Ticketing Systems (Zendesk, Freshdesk, Zoho Desk, Intercom)
● CRM Tools (HubSpot, Salesforce)
● Communication Tools (Slack, Zoom, Email Platforms)
● Customer Feedback Tools
About the Author
