Client Relations Associate

Your tasks

Summary Clients ask why a service step changed, and you explain the reason and available next steps. Incoming calls and planned return calls bring these conversations to your list. You maintain regular client contact, answer questions, and note needs and feedback. Your goal is to build helpful client relationships and keep open concerns moving toward an answer. A customer relations team lead reviews your work and supports you with questions needing further help. You work from home in a fully remote role, using phone calls to support clients. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Review client follow-up lists and incoming call queues in a CRM such as Freshdesk, a system that stores client details. Choose which calls need attention first.
• Receive calls and make return calls through a business phone system such as JustCall. Introduce yourself and explain why you are calling.

• Ask short questions to understand each concern, then repeat the main point to check your understanding before offering an answer.
• Explain services, order updates, and next steps using approved guidance. Keep replies simple and check whether the client needs another explanation.

• Resolve simple concerns during the conversation and ask the client whether your answer has helped. Stay patient when someone feels upset.
• Keep regular contact with existing clients, asking about their needs and noting feedback that could help the team improve replies.

• Write call notes after each conversation, including the concern, answer, and agreed next step. Update the client record before continuing.
• Send unanswered questions to the customer relations team lead with a short summary. Explain to the client what will happen next.

• Return calls when answers become available, check that concerns are resolved, and close completed items. Mark wrong numbers, duplicates, and do-not-call requests.
• Share daily call counts and common client questions with the team. Use coaching sessions to practice clearer replies and better listening.

• Quality is judged through accurate notes, polite calls, prompt follow-up, and complete client records. Review your work against these checks.

Requirements

• Professional spoken and written English, because calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience required; phone support or client-facing experience is preferred. Bring a willingness to learn through practice and feedback.
• Willingness to learn the service, use approved guidance, and follow a call outline without sounding rushed.

• Comfort learning the client system and phone system named above, including finding notes and saving clear call results.
• Ability to explain a service question in simple words and check whether the client understands the answer.

• Care when writing client notes, noting requests, and choosing the correct next step after each call.
• Patience with repeated questions and confidence asking the team lead for help rather than guessing an answer.

• A quiet place for calls and the ability to listen closely while keeping brief, useful notes.

What we offer

• A fully remote role where you work from home and support clients by phone.
• Structured onboarding and training on Freshdesk and JustCall, with guided practice before handling unfamiliar tasks.

• Regular check-ins with the team lead to discuss questions, call feedback, and learning needs.
• Growth opportunities within the team as you develop stronger client support skills.

• Bonus opportunities.

How to apply

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