On-Call Buffer Customer Service Agent (Omnichannel Support)

About the Position

On-Call Buffer Customer Service Agent (Omnichannel Support)

We are seeking an adaptable, fast-thinking support specialist to join Restaff as an On-Call Buffer Customer Service Agent. If you excel at multi-channel problem-solving, maintaining Service Level Agreements (SLAs) under pressure, and delivering exceptional customer experiences on short notice, we want to meet you!

Responsibilities

• Maintain on-call readiness during scheduled shift windows to log on and assist within standard SLA response times.
• Resolve customer inquiries across live chat, helpdesk emails, and inbound calls regarding billing, order status, troubleshooting, and returns.
• Monitor live queues and prioritize urgent or escalated tickets to prevent SLA breaches during high-volume periods.
• Thoroughly document all customer interactions, resolution steps, and internal notes in designated CRM and ticketing tools.
• Apply client brand guidelines, SOPs, and knowledge base resources to deliver accurate, high-quality solutions.
• Smoothly escalate complex or recurring operational issues to team leads and supervisors.

Requirements

• 1–3 years of experience in e-commerce, BPO, or SaaS customer support.
• Hands-on proficiency using major helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk, or Salesforce Service Cloud).
• Experience handling omnichannel support (email, live chat, and inbound calls).
• Excellent written and verbal English communication skills with strong typing speed and accuracy.
• Ability to quickly adapt and pivot between support channels or workflows with minimal warm-up time.
• Strong organizational skills to manage, prioritize, and log ticket interactions accurately in CRM/helpdesk systems.
• High flexibility and readiness to log on and assist during designated peak or emergency coverage windows.

Tech Checklist

• A reliable computer (at least with Windows 10 and an i5 processor).
• A stable high-speed internet connection of 100 Mbps.
• A backup for both.
• A quiet, cozy workspace to handle calls and chats like a pro.

We Offer

• Flexible schedule (includes weekend shifts and peak hours coverage).
• Remote work opportunities.

About the Company

Restaff is a leading provider of flexible workforce solutions, dedicated to connecting talented professionals with dynamic companies worldwide.

How to Apply

Start your skill assessment by clicking here: 👉 Skill Assessment Form

Note: Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.