Customer Service Representative

Job Description

A Customer Service Representative role focused on delivering high-quality support for luxury home and security products. This position involves handling inbound calls and emails, assisting customers with product inquiries, technical troubleshooting, installation guidance, and warranty support. The role requires strong communication skills, attention to detail, and the ability to work efficiently in a fast-paced remote contact center environment.

Responsibilities:

• Deliver a premium customer experience for luxury product users, ensuring satisfaction and positive brand perception
• Handle inbound calls and emails to troubleshoot product issues and provide effective technical solutions
• Interpret technical drawings and documentation to support diagnosis, repair, and installation inquiries
• Use available digital tools and systems to identify products, guide installation, and provide service support
• Resolve sensitive or complex customer issues professionally while maintaining composure
• Accurately document customer information, product details, and troubleshooting steps in company systems
• Meet performance targets related to call handling, quality standards, productivity, and process compliance
• Adapt to additional tasks or assignments as required to support operational goals

Requirements:

• High school diploma or equivalent is required
• Minimum of 2 years experience in a contact center or fast-paced customer service environment
• Strong verbal and written communication skills in English
• Proficiency in Microsoft Office tools (Outlook, Word) and Microsoft Teams
• Ability to work independently in a remote environment with required internet speed and secure workspace
• Must pass background and drug screening checks
• Strong problem-solving skills and ability to remain professional under pressure
• Ability to interpret technical information and documentation
• Associate’s or Bachelor’s degree is an added advantage
• Experience with ERP systems (SAP, Oracle, etc.) is preferred
• French language proficiency is a plus