Customer Care Advisor (Remote)

About the role

This fully remote Customer Care Advisor handles questions about services, orders and what customers should do next, working from home while staying connected with the team. Calls come through an incoming queue and lists of customers needing a return call; a team lead guides the work and helps with difficult questions. The pay is a monthly base salary of NGN 291,970 to 709,000 plus bonus opportunities.

Key responsibilities

• Review customer follow-up lists and the incoming call queue in a CRM such as HubSpot and plan which calls need attention first.
• Answer incoming calls and make outgoing calls through a business phone system such as Aircall, introducing yourself and explaining the purpose of the call.
• Listen without interrupting, ask short questions to understand the concern, then explain services, orders and next steps using approved reference notes.
• Resolve simple concerns during the call and confirm the customer understands the answer.
• Stay calm with upset or hurried customers, acknowledge their concern and explain what can be done.
• Update the customer record after every call with the question, answer, action taken and next step.
• Send unanswered questions to the team lead with a short summary, and return calls to waiting customers, confirming resolution before closing the record.
• Mark wrong numbers, duplicate entries and requests not to receive calls, share daily call counts and common questions with the team, and meet quality standards through accurate notes, polite calls and quick follow-up.

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; customer care, phone support or other customer-facing experience is preferred.
• Willingness to learn the service and follow an approved call outline, and to learn customer record systems and phone tools.
• A quiet place to take calls and the patience to give repeated explanations.

What we offer

• Structured onboarding and training on a CRM such as HubSpot and a phone system such as Aircall.
• Regular check-ins with the team lead to review calls and give feedback.
• Growth opportunities within the team and bonus opportunities.