Virtual Assistant – Customer Service Representative, Office Administrator

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

📋 Description

• Professionally, courteously, and promptly manage inbound and outbound service calls.

• Assist customers with their inquiries, resolve issues, and process orders or policies.

• Address frustrated or upset customers with empathy and professionalism.

• Conduct follow-up, verification, and occasional outbound calls specific to accounts.

• Adhere to call scripts and standard operating procedures while exercising sound judgment.

• Escalate complex issues to the appropriate department or team member when necessary.

• Carry out data entry, documentation, filing, and follow-up tasks.

• Confirm and cross-check data for accuracy.

• Verify customer information and submit it to the relevant parties.

• Manage email correspondence with customers and internal teams.

• Handle pre- and post-sale administration related to personal and commercial insurance policies.

• Record and update customer information in CRM and other software systems.

• Adhere to regulations regarding the handling of confidential and personal information.

• Collaborate with team members to ensure excellent customer service delivery.

• Achieve or surpass targets for quality, accuracy, and customer satisfaction.

• Participate in team meetings, training sessions, and performance evaluations.

• Learn and comply with company policies, procedures, and processes.

⛳️ Requirements

• Demonstrated experience in customer service, call center, administrative, office management, or virtual assistant roles (preferably supporting U.S.-based clients).

• Proficient in English.

• Outstanding verbal communication and listening abilities.

• Exceptional attention to detail and accuracy.

• Strong data entry and typing capabilities.

• High level of computer literacy, with expertise in CRM platforms, call-handling software, and other systems.

• Strong emotional intelligence and the capability to de-escalate difficult calls.

• Ability to multitask, prioritize, and manage time effectively, especially under pressure.

• Eagerness to learn new processes and software.

• High degree of professionalism and accountability.

• Ability to collaborate effectively within a team environment.

• Reliable fiber internet connection (50 Mbps preferred).

• Backup power provisions for internet and computer during loadshedding.

• A laptop or desktop computer operating on Windows 11.

• A quiet, distraction-free workspace.

• Willingness to work U.S. business hours; this is non-negotiable.

🏝️ Benefits

• Competitive salary based on experience.

• Flexible remote work options.

• Training provided by a licensed agent.

• Support from a dedicated VA Support specialist.

• A supportive and collaborative team environment.

• Opportunities for career advancement and skill development.