Customer Experience Advisor (Remote)

About the role

As a Customer Experience Advisor you handle customer calls and return calls from a follow-up list, answering questions about orders and service steps and guiding customers through unresolved concerns. The role is fully remote, with a team lead guiding your calls and helping with difficult questions. It pays a monthly base salary plus bonus opportunities.

Key responsibilities

• Explain answers simply, using approved service information and avoiding guesses or promises.
• Review follow-up lists and call queues in a CRM or help desk such as Freshdesk.
• Receive and make calls through a business phone system or dialer such as JustCall, introducing yourself and stating the call's purpose.
• Listen without interrupting, ask short questions, confirm understanding, and resolve simple concerns.
• Add clear notes after every call and send unanswered questions to the team lead with a short summary.
• Return calls to customers waiting for answers, share updates and confirm resolution before closing the record.
• Mark wrong numbers, duplicates and requests not to call, and share daily call counts and common questions with the team.
• Meet quality standards for accurate notes, polite calls, quick follow-up and complete records, and practice call outlines during coaching.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection and reliable electricity.
• No experience required; phone support or other customer-facing experience is preferred.
• Willingness to learn the service, use approved information and follow a call outline without sounding rushed.
• Ability to enter call notes carefully, check customer details and set reminders for others to follow up.
• Patience with repeated questions and a quiet place for calls with little background noise.

What we offer

• Monthly pay of NGN 298,370 to 705,130.
• Bonus opportunities.
• Structured onboarding and training on the CRM and phone system.
• Regular check-ins with the team lead and growth opportunities within the team.