Customer Service Representative (IT Support)

About the role

The Customer Service Representative will handle post‑sales inquiries for IT products, providing assistance via phone, email, chat and internal ticketing systems. The role supports customers in selecting hardware and software solutions, resolving issues, and ensuring a smooth purchasing experience.

Key responsibilities

• Answer customer inquiries through phone, email, chat, or messaging platforms.
• Assist customers in choosing appropriate IT hardware, software, networking equipment and accessories.
• Prepare and send price quotations, verify product availability, pricing and delivery estimates.
• Coordinate with sales teams, vendors, warehouses and logistics to fulfil orders.
• Resolve complaints, order problems, shipping delays and return requests.
• Create and update customer accounts and sales orders in the CRM system.
• Maintain accurate records of all interactions and follow company policies and SLAs.
• Identify opportunities to upsell or cross‑sell additional products and services.
• Meet targets for customer satisfaction, response time and productivity.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑service orientation and problem‑solving ability.
• Basic knowledge of IT hardware, software and networking products.
• Experience using a CRM system, preferably Microsoft Dynamics 365.
• Good organizational and time‑management capabilities.
• Ability to multitask in a fast‑paced environment.

Required skills

• Microsoft Dynamics 365 (CRM)