Required Skills

CommunicationSkills (Verbal & Written), Accuracy, Time Management, Multitasking, Handoff Management, ProcessDriven, SLA Environment, Problem Solving, Customer Support, Billing & Invoicing, CRM & Ticketing Tools

Job Description

Job Overview

We are looking for a detail-oriented and customer-focused professional to manage customer support operations using Salesforce. The role involves handling case management, billing-related requests, and ensuring timely resolution in an SLA-driven environment.

Key Responsibilities

1. Manage and resolve customer cases using Salesforce CRM
2. Identify and close duplicate requests in Salesforce
3. Review and process fee support applications accurately
4. Apply discounts in Salesforce as per company policies
5. Verify and ensure invoice updates are correctly reflected
6. Respond to customers using standardized templates while maintaining a professional tone
7. Update cases with correct details (MS, type, subtype, email, etc.)
8. Close cases after ensuring complete resolution
9. Assign “user responded” status to relevant team members when required
10. Maintain accurate records and documentation of all interactions
11. Ensure adherence to SLAs and internal quality standards

Requirements

1. 1–3 years of experience in customer support, CRM operations, or back-office processing
2. Hands-on experience with Salesforce or similar CRM tools

Skills & Knowledge

1. Strong knowledge of Salesforce (case management, updates, workflows)
2. Basic understanding of billing, invoicing, and discount processes
3. Familiarity with ticketing systems and SLA-driven environments
4. Good working knowledge of MS Office (Excel, Outlook, Word)
5. Strong communication skills (written and verbal)
6. Problem-solving mindset with attention to detail

Additional Requirements

1. Willingness to work in Swiss time zones (during onboarding/training period)
2. Ability to quickly adapt to new tools, systems, and processes
3. Customer-centric approach with a focus on quality service delivery

Equal Opportunity Statement

We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life.

Security & Confidentiality Statement

This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.

Benefits