Customer Service Representative

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Respond to incoming emergency service calls in a dynamic, high-volume support setting.

• Engage with distressed customers in a calm and professional manner.

• Gather and document contact details, location, type of damage, severity, and other pertinent incident information.

• Efficiently input data into CRM/ERP systems in real time, including double and triple entries across various systems as required by the workflow.

• Conduct warm transfers of calls to the appropriate department while providing full context.

• Adhere to scripts, workflows, and call handling protocols.

• Operate multiple software systems simultaneously while maintaining engagement on live calls.

• Act as the initial point of contact for customers facing water or fire damage at both residential and commercial properties.

⛳️ Requirements

• Exceptional verbal and written English skills (a clear, neutral accent is preferred).

• Strong customer service and communication abilities.

• Capacity to remain calm and professional under pressure.

• High level of attention to detail and accuracy in data entry, including multi-step/double or triple entry workflows.

• Dependable attendance and a consistent work history.

• Proficient in using VoIP systems and multiple tools at the same time.

• Comfortable with Microsoft 365, particularly Teams and Outlook.

• Ability to manage multiple systems concurrently without compromising accuracy or speed.

• Familiarity with CRMs and structured data entry processes.

• Willingness to work with (or quickly learn) PSA / Proven Jobs (CRM), Trello, and Aircall / RingCentral-style phone systems.

• Quick learner of new systems, requiring minimal retraining.

• Friendly and professional demeanor on the phone.

• Availability to work from 8:00 AM to 5:00 PM, Monday through Friday.

• Preferred experience includes: call center, customer support, dispatch, or intake.

• Preferred background in urgent service sectors (restoration, HVAC, plumbing, etc.).

• Familiarity with CRM systems and U.S. customer support.

🏝️ Benefits

• Remote position.

• Standard work schedule: 8:00 AM – 5:00 PM, Monday through Friday.

• Equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.