Remote Customer Service Representative II at IDEMIA

IDEMIA is hiring a Remote Customer Service Representative II to support partner relationships, customer service operations, and account management activities across multiple programs. This full-time remote position offers an opportunity to work with a global leader in biometric technology while helping partners receive timely support and operational assistance.

This Customer Service Representative II role is a phone-based customer support position. Employees regularly communicate with partners, respond to service requests, manage escalated inquiries, and support account-related needs throughout the customer lifecycle. The role also tracks customer service metrics, including call wait times, response times, and issue resolution performance.

Daily responsibilities include responding to inquiries, maintaining account records, documenting communications, monitoring service requests, coordinating partner support activities, and identifying trends that impact customer satisfaction. Team members also help manage enrollment center updates, supply requests, onboarding support, partner communications, and operational change requests.

The Customer Service Representative II works closely with partners to address concerns, identify solutions, and maintain positive working relationships. Strong communication skills, problem-solving abilities, and customer service experience are essential for success in this role. Employees must be comfortable managing multiple priorities while working independently in a remote environment.

Additional responsibilities include maintaining confidential records, updating account plans, tracking tasks and issues, collecting partner feedback, and supporting operational improvements. The role requires attention to detail, organizational skills, and the ability to handle escalated situations professionally.

Candidates with experience in customer service, account management, operations support, partner support, call center environments, administrative coordination, or relationship management may align well with this opportunity. Strong written and verbal communication skills, Microsoft Office proficiency, and the ability to build professional relationships are important qualifications.

The position offers an hourly rate of $22.07 plus benefits. IDEMIA provides an opportunity to work within an innovative technology organization focused on security, identity solutions, public safety, and biometric technology.

Overall, this Remote Customer Service Representative II position is ideal for professionals who enjoy customer interaction, partner support, relationship management, and problem-solving while working in a structured remote environment.