Customer Service Representative (Remote)

About the role

This is a fully remote customer service position working from home, answering questions about services, orders and next steps by phone. Calls come through an incoming call queue and a list of customers needing a follow-up call. The role is paid a monthly base salary plus bonus opportunities.

Key responsibilities

• Open the call queue and follow-up list in a CRM such as Zoho CRM and plan your call order.
• Receive calls and make follow-up calls through a business phone system such as Dialpad, introducing yourself and explaining your purpose.
• Listen to the customer's question, ask short questions when more information is needed, and explain services, orders and next steps using the approved help guide.
• Resolve simple issues during the call and stay calm when customers are upset or hurried.
• Update the customer record after each call with the question, answer, open issue and next action, and send unanswered questions to the team lead with a short summary.
• Follow up with customers awaiting answers, mark wrong numbers, duplicates and do-not-call requests, and meet quality standards through accurate notes and complete records.
• Share daily call counts and common questions with the team, practice call outlines and take part in coaching discussions.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; related phone-based customer service or support experience is preferred.
• A computer, mobile phone, stable internet connection and reliable electricity.
• Willingness to learn the services and follow an approved call outline, and patience with repeated questions.

Required skills

• Comfort learning customer record software and phone tools, including opening records and saving clear call notes.
• Ability to explain simple answers clearly and ask useful questions when a concern is unclear.

What we offer

• Monthly pay of NGN 291,730 - 705,600, with bonus opportunities.
• Structured onboarding and training on Zoho CRM and Dialpad.
• Regular check-ins with the team lead and access to growth opportunities within the team.