The Russian Customer Support Representative is responsible for providing professional and timely assistance to customers via phone, email, and ticketing systems. This role ensures high-quality customer service, accurate issue resolution, and clear communication in Russian while supporting operational efficiency and customer satisfaction. The position requires strong problem-solving skills, attention to detail, and the ability to manage multiple communication channels effectively.
Responsibilities & Duties:
- Handle inbound and outbound customer calls in Russian
- Respond to customer inquiries via email and ticketing systems
- Troubleshoot basic to intermediate issues and provide clear solutions
- Escalate complex or technical concerns to the appropriate department
- Document all customer interactions accurately in the CRM or ticketing platform
- Follow up on open tickets to ensure timely resolution
- Meet service level agreements (SLAs) for response and resolution times
- Maintain a high level of professionalism and empathy in all communications
- Identify recurring issues and report trends to management
Requirements
- Fluent/native-level Russian (written and spoken)
- Good English communication skills (for internal coordination)
- 1–3 years of experience in customer support or call center environment
- Experience handling email and ticketing systems (Zendesk, Freshdesk, Jira, etc.)
- Strong multitasking and time management skills
- Basic troubleshooting and problem-solving ability
Preferred Qualifications (Optional):
- Experience supporting logistics, e-commerce, SaaS, or technical products
- Experience working in a remote environment
- Familiarity with CRM systems and performance metrics
- Experience handling high-volume support queues
Educational Requirements & Certifications:
- High school diploma required
- Bachelor’s degree preferred but not mandatory
- Customer service or communication training certifications are a plus
Competencies:
- Russian Language
- Customer Service
- Ticketing & CRM Systems
- Problem-Solving
- Time Management