CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative will handle post-sale customer interactions, focusing on billing inquiries, account support, and general service-related concerns. This role ensures a smooth customer experience by resolving issues efficiently, maintaining accurate records, and supporting customers throughout their lifecycle.

You will serve as a key point of contact for customers using E3Performance’s services, ensuring concerns are addressed clearly, professionally, and within agreed service levels.

E3Performance helps organizations improve their customer service operations through performance insights, analytics, and coaching solutions. By enabling businesses to better understand and develop their support teams, E3Performance plays a key role in enhancing overall customer experience.

Joining E3Performance means:

• Being part of a growing and data-driven organization focused on improving customer experience
• Gaining exposure to performance-focused environments and best practices in customer support
• Working with teams that value continuous improvement, accountability, and customer impact
• Opportunity to grow within a scalable support function as the team expands

·       Handle inbound and outbound customer interactions related to billing, account inquiries, and after-sales support

·       Resolve concerns such as invoices, payment discrepancies, subscription changes, and service-related questions

·       Provide clear explanations of billing details, charges, and account status

·       Maintain accurate documentation of customer interactions in CRM or ticketing systems

·       Follow established processes and service level agreements (SLAs) to ensure timely resolution

·       Escalate complex or unresolved issues to appropriate internal teams

·       Support customer retention by delivering a positive and solution-oriented experience

·       Identify recurring issues and provide feedback to improve processes and customer experience

·       Collaborate with internal teams (e.g., finance, operations, client services) when needed

·       Bachelor’s degree in any field

·       At least 2–3 years of experience in a contact center or customer service environment

·       Strong English communication skills (verbal and written)

·       Experience handling billing, account support, or after-sales concerns

·       Ability to manage multiple customer interactions while maintaining accuracy and attention to detail

·       Experience supporting B2B customers or service-based accounts

·       Exposure to subscription-based or recurring billing environments

·       Familiarity with performance metrics (CSAT, resolution time, quality scores)

·       Background in handling email and chat support (non-voice or blended setup)

·       Experience working in a data-driven or KPI-focused environment

·       Ability to interpret basic reports or account-related data