Customer Service Representative

Your tasks

Summary You answer questions about services, orders, and next steps with clear, polite replies. Your work comes through incoming customer calls and lists of customers who need a follow-up call. You listen to each concern, explain the available help, and keep clear notes after every conversation. Your goal is to resolve simple issues and keep customers informed about answers still being checked. You receive guidance from a customer service team lead, including help with difficult questions. The position is fully remote and lets you work from home while supporting customers by phone. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Open the customer call queue and follow-up list in a CRM such as Zoho CRM, a system storing customer details. Plan your call order.
• Receive calls and make follow-up calls through a business phone system such as Dialpad, a tool for handling calls. Introduce yourself and explain your reason for calling.

• Listen to the customer's question before offering an answer. Ask short questions when you need more information to understand the concern.
• Explain services, orders, and next steps using the approved help guide. Use common words and check that the customer understands your answer.

• Resolve simple issues during the call when possible. Check whether your answer has addressed the question before ending the conversation.
• Stay calm when customers sound upset or hurried. Acknowledge their concern, speak politely, and focus on useful next steps.

• Update the customer record after each call. Include the question, your answer, any open issue, and the next action needed.
• Send questions you cannot answer to the customer service team lead. Include a short summary so the customer avoids repeating the issue.

• Follow up with customers awaiting answers and confirm resolution before closing their records. Mark wrong numbers, duplicates, and do-not-call requests.
• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete customer records. Use feedback to improve your next calls.

• Share daily call counts and common questions with the team. Practice approved call outlines and join coaching discussions to improve your replies.

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. Related phone-based customer service or customer support experience is preferred.
• Willingness to learn the services offered and follow an approved call outline without sounding rushed.

• Comfort learning customer record software and phone tools, including opening records and saving clear call notes.
• Ability to explain simple answers clearly and ask useful questions when a customer's concern is unclear.

• Care with customer details, call outcomes, and follow-up reminders so another team member can understand your notes.
• Patience with repeated questions and a calm approach when a customer needs extra help.

• A quiet place to take calls and readiness to ask the team lead for guidance.

What we offer

• A fully remote role with work from home.
• Structured onboarding and training on a CRM such as Zoho CRM and a business phone system such as Dialpad.

• Regular check-ins with the customer service team lead for guidance and feedback.
• Access to growth opportunities within the team as your skills develop.

• Bonus opportunities.

How to apply

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