Customer Service Virtual Assistant

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

📋 Description

• Professionally and efficiently respond to inbound customer calls.

• Assist clients with general questions and service-related issues.

• Provide details on billing, service timelines, and account-related matters.

• Clarify procedures and offer guidance.

• Address customer concerns with professionalism and empathy.

• Identify issues that need escalation and outline the next steps.

• Process requests for activation and deactivation of services.

• Assist with queries related to login and account access.

• Document customer concerns and actions taken.

• Follow up on escalated concerns as needed.

• Make outbound callbacks when necessary.

• Follow up on unresolved inquiries.

• Respond to customer emails promptly.

• Maintain timely follow-up on outstanding issues.

• Update and manage customer information within the CRM system.

• Execute accurate data entry and record updates.

• Log customer interactions, inquiries, and their outcomes.

• Keep customer records organized and up to date.

• Assist with routine administrative tasks and customer service duties.

• Provide remote business support services to clients worldwide within a defined scope of work.

⛳️ Requirements

• Required customer service or call center experience.

• Experience in handling inbound calls is essential.

• Strong proficiency in spoken and written English is required.

• Experience with CRM and data entry is necessary.

• Preferred experience in handling billing or account-related inquiries.

• Preferred experience in processing service activations and/or deactivations.

• Strongly preferred telecommunications customer service experience.

• Experience in satellite, cable, internet, wireless, or similar industries is a significant advantage.

• Preferred experience handling customer escalations.

• Preferred experience in email-based customer support.

• HubSpot experience is a notable advantage.

• Excellent phone communication and active listening skills are essential.

• Accurate data entry skills are required.

• Ability to manage a high volume of customer inquiries effectively.

• Capability to clearly explain billing, account, and service information.

• Ability to recognize issues that require escalation.

• Adherence to established processes is necessary.

• Familiarity with the 3CX Phone Dialer, as provided by the client.

• Knowledge of CRM/customer management systems, email platforms, and basic data entry tools is necessary.

• Availability for 40 contracted hours per week, Monday through Friday.

• Availability to work from 12:00 PM to 9:00 PM EST.

• Proficiency in English language.

• Must operate under a Master Services Agreement and Statement of Work as an independent contractor.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• Complimentary training and upskilling opportunities.

• Ongoing support and guidance available.

• A lively community always ready to assist.

• Opportunity for remote work.

• Flexible scheduling based on mutual agreement and client requirements.