Contact Center Advisor

Your tasks

Summary Customers ask why an order is delayed or which service step to take; you provide simple, useful replies. Incoming calls and a list of customer callbacks shape your work as a Contact Center Advisor. You listen, explain approved answers, and track questions that need more help. Your aim is to settle simple concerns and leave customers knowing what will happen next. A customer service team lead explains priorities, offers coaching, and helps you find answers to harder questions. The position is fully remote, and you work from home while helping customers by phone. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Open customer follow-up lists and call queues in a CRM such as HubSpot, a system storing customer details. Plan which customers need a return call first.
• Receive calls and make customer callbacks through a business phone system such as Aircall. Give a polite introduction and explain why you are calling.

• Listen without interrupting, then ask short questions to understand the concern. Repeat the main point to check your understanding.
• Explain services, orders, and next steps using the approved guide. Break longer answers into small steps customers can follow.

• Resolve simple issues during the call and ask whether the answer helped. Stay calm when customers sound upset or rushed.
• Write call notes after each conversation, including the question, answer, and next action. Make notes clear for another team member.

• Send questions beyond your guidance to the customer service team lead. Include the concern, steps tried, and help still needed.
• Call customers waiting for answers and explain any confirmed updates. Check that the concern is resolved before closing the record.

• Mark wrong numbers, duplicate entries, and requests not to receive calls. Keep customer details clear for the next conversation.
• Share daily call counts and common questions with the team lead. Practice call outlines and use coaching feedback on later calls.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete customer records. Check your work before moving on.

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 customer-facing experience is preferred, but you can learn the work through guidance.
• Willingness to learn service details and follow approved call outlines without making promises outside the guidance provided.

• Comfort learning customer record systems and phone tools, including finding previous notes before answering a question.
• Ability to listen carefully, ask clear questions, and explain answers in simple words without rushing the customer.

• Care when entering call results, checking customer details, and recording the next action after each conversation.
• Patience with repeated questions and willingness to ask the team lead for help when an answer is unclear.

• A quiet place to take calls, with limited background noise so customers can hear your replies clearly.

What we offer

• A fully remote role where you work from home and support customers through phone conversations.
• Structured onboarding and training on a CRM such as HubSpot and a business phone system such as Aircall.

• Regular check-ins with the team lead to review questions, discuss calls, and receive useful feedback.
• Growth opportunities within the team as you build service knowledge and strengthen your phone support skills.

• Bonus opportunities.

How to apply

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