Customer Service Representative – Blended Process (Chat & Voice)

About the Role: Sheva Technology Services is looking for an energetic and detail-oriented Customer Service Representative (Blended Process) with a strong focus on chat support to join our growing team. This role involves providing timely and empathetic assistance to customers primarily through live chat, while also handling inbound and outbound calls. You will be the first point of contact for our customers—resolving their concerns, providing accurate product/service information, and ensuring a seamless support experience. Key Responsibilities: Handle a high volume of live chats efficiently, maintaining a fast response time and accuracy Manage inbound and outbound calls as needed, ensuring a smooth handoff between chat and voice interactions Provide prompt, clear, and accurate responses to customer inquiries Demonstrate high typing speed with precision to manage multiple chats simultaneously Investigate and resolve customer issues using internal tools and resources Document customer interactions and transactions thoroughly and in real-time Escalate complex issues to the appropriate departments with proper context Recognize and report patterns in customer queries to help improve processes Collaborate with peers and supervisors to continuously enhance the customer experience Participate in training and team meetings as part of continuous learning and process alignment Qualifications & Skills: Bachelor’s degree or equivalent required Minimum 6 months of customer service experience, preferably in a blended or chat-focused environment Exceptional written and verbal English communication skills Proven typing speed of 60+ WPM with high accuracy Strong multitasking ability, especially in managing concurrent chat conversations Comfortable using customer support tools such as Intercom, Zendesk, Freshdesk, etc. Knowledge of basic troubleshooting, CRM systems, and MS Office Suite Ability to remain calm and empathetic under pressure, especially during high-volume periods A proactive problem-solver with a customer-first mindset Preferred Attributes: Familiarity with ticketing systems and workflow automation tools Prior experience with FinTech or international customer bases Why Join Us? At Sheva Technology Services, we focus on creating positive, solution-driven experiences for our clients. Join our team if you're passionate about delivering great customer service and want to be part of a fast-paced, tech-driven environment.