Customer Support Representative (CSR)
Operations
full-time
Tbilisi
About This Role
As a Customer Support Representative at KCall, you will be the voice of our clients' brands, delivering exceptional customer experiences across multiple communication channels. You will handle inbound and outbound calls, respond to live chat and email inquiries, and ensure every customer interaction meets our high quality standards. This is a shift-based role operating within our 24/7 contact center environment.
Responsibilities
- 1Handle inbound and outbound customer calls professionally, following project-specific scripts and guidelines while maintaining a friendly and helpful tone
- 2Respond to customer inquiries via live chat, email, and social media channels within established response time targets
- 3Accurately log all customer interactions, update records, and document resolutions in the CRM system
- 4Identify and escalate complex issues to team leads or specialized departments according to defined escalation procedures
- 5Meet individual and team performance targets including call quality scores, first-call resolution rates, and customer satisfaction metrics
- 6Participate in regular training sessions to stay current on client products, services, policies, and system updates
- 7Apply cross-selling and upselling techniques when appropriate to maximize value for both the customer and the client
- 8Collaborate with team members and supervisors to share best practices, resolve challenges, and contribute to continuous improvement initiatives
Requirements
- Fluency in Georgian and English is required; Russian language proficiency is a strong advantage
- Excellent verbal and written communication skills with a clear, professional phone manner
- Basic computer literacy including experience with standard office applications and the ability to learn new software quickly
- Strong problem-solving skills and the ability to remain calm and professional under pressure
- Willingness to work rotating shifts, including evenings, weekends, and holidays as part of a 24/7 operation
- Previous experience in customer service, retail, hospitality, or a similar client-facing role is preferred but not required
What We Offer
- Competitive monthly salary with performance-based bonuses tied to quality and productivity metrics
- Comprehensive paid training program covering communication skills, product knowledge, and contact center systems
- Clear career advancement path with opportunities to progress to Senior Agent, Team Lead, QA Analyst, or Project Manager roles
- Modern, well-equipped office in a central Tbilisi location with comfortable workstations and break areas
- Supportive team environment with regular team-building activities, recognition programs, and open-door management policy
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