Customer Service

Company Description

KOVA is a global talent growth company that specializes in designing, building, and scaling high-performance distributed teams. With leadership present in the US, Germany, and North Macedonia, we partner with organizations across multiple industries to deliver end-to-end hiring solutions, from sourcing and screening to onboarding. Our mission is simple: remove hiring friction and ensure every team addition drives long-term growth and operational excellence.

Role Description

This is a full-time remote opportunity for a Customer Service Representative based in North Macedonia. KOVA is looking for customer service professionals to join the teams of our clients across different industries and business environments.

The Customer Service Representative will be responsible for providing excellent customer support, interacting with customers to resolve inquiries, ensuring customer satisfaction, and enhancing the overall customer experience. They will often act as the first point of contact for customer communications, addressing issues professionally and promptly while maintaining a positive and customer-focused attitude. The exact responsibilities, communication channels, and processes may vary depending on the client and opportunity.


What You'll Do

• Respond to customer inquiries through phone, email, chat, or other channels
• Understand customer needs and provide accurate solutions
• Resolve complaints and escalate more complex issues when necessary
• Maintain accurate customer information and records
• Follow company processes, service standards, and response-time targets
• Work with internal teams to resolve customer issues
• Follow up on customer requests and outstanding issues
• Maintain a professional and positive approach, even in difficult situations
• Contribute to customer satisfaction and retention
• Identify recurring customer issues and communicate relevant feedback to the team
  

What We're Looking For

• Previous customer service, customer support, or similar experience is preferred
• Strong spoken and written English
• Excellent communication and active listening skills
• Strong problem-solving abilities
• Patience, empathy, and professionalism
• Good organization and ability to manage multiple conversations or tasks
• Comfortable working with CRM, ticketing, or communication tools
• Ability to work independently and as part of a team
• Reliable approach to schedules, responsibilities, and follow-up
• Most importantly, we're looking for someone reliable, professional, and genuinely comfortable working with people.

Compensation will be discussed during the interviewing process and may vary depending on the client and specific opportunity.

Please note that due to the volume of applications, only shortlisted candidates will be invited for an interview.