Inbound Lead Intake, Customer Service Specialist

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

📋 Description

• Professionally and courteously manage inbound calls and inquiries from both prospective and existing customers.

• Respond to fundamental questions regarding the company’s flooring products, services, and operational procedures.

• Collect and assess lead information, which includes customer requirements, project specifics, contact details, and timelines.

• Precisely input and maintain customer and lead data within the company’s system.

• Direct qualified leads and customer issues to the appropriate team member, ensuring prompt follow-up.

• Act as the initial point of contact for both prospective and current customers.

• Deliver a professional and inviting customer experience.

• Capture, organize, and direct incoming opportunities to the suitable team member for follow-up.

⛳️ Requirements

• Exceptional spoken English, with clear pronunciation and the ability to communicate naturally and professionally with customers based in the U.S.

• Minimum of 2 years’ experience in customer service, inbound sales, lead intake, receptionist roles, appointment-setting, or any other customer-facing phone position.

• Strong phone etiquette and customer service abilities, including the capacity to quickly build rapport and represent the company in a professional manner.

• Comfortable managing a high volume of inbound customer conversations and inquiries.

• Proficient in asking relevant qualifying questions and accurately capturing lead/customer information.

• Strong active listening skills, with the ability to comprehend the customer's needs prior to routing or escalating the inquiry.

• Capable of addressing basic questions about company products and services following training.

• Familiarity with entering and maintaining lead information in a CRM, ERP, or similar business systems.

• Keen attention to detail and proficient data entry skills.

• Ability to differentiate between qualified opportunities, general inquiries, existing-customer needs, and calls requiring escalation.

• Reliable internet connection and a professional, quiet environment for customer calls.

• Willingness to work during U.S. Pacific business hours.

• Experience in flooring, home improvement, construction, interior design, retail, or a related service industry is advantageous, though not mandatory.

🏝️ Benefits

• Access to a $200K+ perk marketplace featuring discounts on over 150 global services.

• Option to withdraw up to 50% of approved earnings prior to payday.