Inbound Customer Service VA

We're hiring a highly reliable and articulate Customer Support Representative to handle inbound calls from clients and leads. In this role, you'll respond to customer inquiries, manage leads through internal systems, and ensure a smooth and professional caller experience. You must be tech-savvy, calm under pressure, and able to work flexible or shifting schedules.

Key Responsibilities

- Answer inbound calls and communicate with customers using a confident, warm, and professional tone

- Follow structured scripts and record detailed information accurately in the CRM

- Book jobs promptly based on customer needs, especially in urgent or emergency situations

- Adjust tone and pace depending on caller emotions and context

- Demonstrate familiarity with geographic cues and postcode formats to maintain a local-sounding approach

- Coordinate with internal teams when necessary and escalate as needed

- Participate in ongoing training and performance reviews

Mandatory Skills

- Clear spoken English with a neutral or soft accent

- Excellent communication and listening skills

- Ability to remain composed and effective during high-pressure or emotionally charged calls

- Detail-oriented and highly organized when following scripts and procedures

- Tech-savvy with the ability to use CRM tools, call systems, and team communication platforms

- Strong work ethic, consistent attendance, and openness to feedback and coaching

Preferred Skills

- Previous experience in inbound customer service, dispatch, or call center roles

- Familiarity with lead tracking and CRM platforms

- Understanding of UK or international postcode formats and regional naming conventions

- Ability to learn new systems quickly and adapt to changing procedures

- Experience in handling service-based inquiries, especially those with urgency or sensitivity

Technical Requirements

- Fast and stable primary internet connection (minimum 25 Mbps recommended)

- Backup internet connection (e.g., pocket Wi-Fi or secondary provider)

- Backup power supply (UPS or generator) to ensure call continuity during outages

- Own laptop or desktop computerHigh-quality noise-canceling headset

- Quiet, dedicated workspace free from background noise and distractions

Why Join Us

This is a remote opportunity where you can make a real impact by providing excellent service with every call. You'll be part of a supportive team that values professionalism, clear communication, and continuous improvement. With structured scripts, training, and a no-cold-calling environment, you'll be set up for success while building meaningful experience in customer interaction and service coordination.