Customer Care Advisor

Your tasks

Summary You handle questions about services, orders, and what customers should do next. Your replies explain the answer clearly and help customers understand their options. Work comes through incoming customer calls and lists of customers who need a return call. Your goal is to resolve simple concerns and keep customers informed when an answer needs more help. A customer service team lead guides your work and helps with difficult questions. This position is fully remote, so you work from home while staying connected with your team. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Review customer follow-up lists and the incoming call queue in a CRM such as HubSpot, a system storing customer details. Plan which calls need attention first.
• Answer incoming calls and make outgoing calls through a business phone system such as Aircall. Introduce yourself and explain why you are calling.

• Listen to each customer without interrupting. Ask short questions to understand the concern before offering an answer.
• Explain services, orders, and next steps using approved reference notes. Give clear replies and check that the customer understands.

• Resolve simple concerns during the call. Ask the customer whether the answer solves the issue before moving on.
• Stay calm with upset or hurried customers. Acknowledge their concern and explain what you can do to help.

• Update the customer record after every call. Include the question, your answer, any action taken, and the next step.
• Send questions you cannot answer to the customer service team lead. Include a short summary so customers avoid repeating themselves.

• Return calls when customers are waiting for answers. Confirm the concern is resolved before closing the record.
• Mark wrong numbers, duplicate entries, and requests not to receive calls. Share daily call counts and common questions with the team.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete records. Use coaching feedback to improve future calls.

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 is required. Customer care, phone support, or other customer-facing experience is preferred.
• Willingness to learn the service offered and follow an approved call outline without sounding rushed.

• Comfort learning customer record systems and phone tools for incoming calls, outgoing calls, and clear call notes.
• Ability to explain simple service information in common words and ask questions when an answer is unclear.

• Care when entering customer details, noting promised return calls, and checking that each next step is clear.
• Patience when customers need repeated explanations, and willingness to ask the team lead for help.

• A quiet place to take calls and the ability to listen closely while writing short, useful notes.

What we offer

• A fully remote role where you work from home and connect with your team through shared work tools.
• 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 discuss questions, review calls, and receive practical feedback.
• Growth opportunities within the team as you strengthen customer care knowledge and phone skills.

• Bonus opportunities.

How to apply

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