CS Phone VA

Role overview

This remote customer service role supports customers by phone before and after purchase. You will manage inbound and outbound conversations, answer questions about products and orders, provide basic website assistance, and resolve billing, returns, and replacement issues while meeting defined service and productivity standards.

Responsibilities

- Handle inbound calls covering product information, website navigation, technical assistance, billing questions, charges, order tracking, returns, and replacements. - Aim for an average call handle time of approximately five minutes and a daily workload of at least 60 calls. - Make outbound follow-up calls for unresolved, abandoned, or disconnected customer interactions. - Use sound judgment to balance customer needs with appropriate business outcomes when resolving issues. - Navigate multiple systems and tools while keeping conversations accurate, efficient, and customer-focused. - Maintain reliable attendance and service quality across changing schedules.

Requirements

- At least one year of business process outsourcing experience in a customer service account. - Above-average verbal communication skills and a clear, neutral speaking style. - Strong customer service and interpersonal skills. - Above-average technical proficiency and the ability to learn new systems quickly. - Demonstrated ability to multitask across several tools without losing control of the customer interaction. - High reliability, accountability, and flexibility for varying work schedules.

Benefits and work setup

- Permanent work-from-home position. - Bi-weekly pay schedule. - Performance bonuses and incentives. - Sixth-month and annual anniversary bonuses. - Up to 17 days of paid leave credits. - Required equipment includes an Intel i5 or comparable computer with at least 4 GB RAM, internet of at least 30 Mbps, a noise-cancelling headset for screening and interviews, and dual monitors by the first week of deployment.