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Core
On-Call Buffer Customer Service Agent providing rapid-response coverage across email, live chat, and voice channels during high-volume surges.
Role type
Customer Service Agent (On-Call Buffer)
Builds
Customer support solutions for e-commerce, BPO, or SaaS clients
Domain
Customer Support / E-commerce / SaaS
Required skills
Omnichannel support (email, live chat, voice), Helpdesk platforms (Gorgias, Zendesk, Freshdesk, Salesforce Service Cloud), SLA management, Ticket logging in CRM, Written and verbal English communication, High typing speed, Adaptability, Prioritization
Preferred skills
Experience in e-commerce, BPO, or SaaS
Technologies
Gorgias, Zendesk, Freshdesk, Salesforce Service Cloud, CRM systems
Responsibilities
Maintain on-call readiness during scheduled shift windows, Resolve customer inquiries regarding billing, order status, troubleshooting, and returns, Monitor live queues and prioritize urgent or escalated tickets, Document all customer interactions and resolution steps in CRM, Apply client brand guidelines and SOPs, Escalate complex issues to team leads
Seniority
Mid-level (1–3 years experience)