Customer Experience Advisor

Your tasks

Summary Customers ask about orders, service steps, and unresolved concerns; you reply with clear answers and practical next steps. As a Customer Experience Advisor, you receive customer calls and make return calls from a follow-up list. You listen closely, solve simple problems, and explain what happens when an answer needs further help. Your goal is to make each conversation helpful and leave the customer clear about what comes next. A customer experience team lead guides your calls and helps you work through difficult customer questions. The job is fully remote, allowing you to work from home while staying connected with your team lead. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Explain answers to customer questions in simple words, using approved service information rather than guessing or making promises.
• Review customer follow-up lists and incoming call queues in a CRM or help desk such as Freshdesk, a system that stores customer details.

• Receive and make customer calls through a business phone system or dialer such as JustCall. Introduce yourself and explain the call's purpose.
• Listen without interrupting, ask short questions, and confirm your understanding before offering an answer or suggesting the next step.

• Resolve simple concerns during the call. Ask the customer whether the answer or action has addressed their original question.
• Keep your voice calm when customers feel upset or rushed. Give them space to explain what they need.

• Add clear notes after every call, including the customer's question, your reply, any action taken, and the next step.
• Send unanswered questions to the customer experience team lead with a short summary. Explain to customers what needs further checking.

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

• Meet quality standards for accurate notes, polite calls, quick follow-up, and complete records. Practice call outlines during coaching sessions.

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 other customer-facing experience is preferred, especially when answering questions and explaining next steps.
• Willingness to learn the service offered, use approved information, and follow a call outline without sounding rushed.

• Comfort learning the customer record and calling tools named above, including finding notes and updating call results.
• Ability to explain service information clearly, check understanding, and avoid unfamiliar words when a simpler explanation works.

• Care when entering call notes, checking customer details, and setting reminders so another team member can follow your work.
• Patience with repeated questions and confidence asking the team lead for help when an answer is unclear.

• A quiet place for calls, with limited background noise so customers can hear your replies without difficulty.

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 or help desk such as Freshdesk and a business phone system or dialer such as JustCall.

• Regular check-ins with the team lead to discuss questions, review calls, and identify useful practice areas.
• Growth opportunities within the team as you strengthen your customer support knowledge and call handling skills.

• Bonus opportunities.

How to apply

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