Customer Service Representative
A cloud communication platform is hiring a remote Customer Service Representative to support US based clients through phone ticketing live chat and video. The role suits someone based in LATAM Africa or Eastern Europe who is comfortable working US business hours and enjoys helping customers solve problems while occasionally spotting opportunities to introduce additional services.
Employer: Cloud based communication platform
Location: Fully Remote, open to candidates in LATAM, Africa and Eastern Europe, working US business hours 9:00 AM to 5:00 PM EST
Salary: $4.40 per hour
Schedule: 9:00 AM to 5:00 PM EST
Type: Remote, full time hours implied, not explicitly stated
Description
The Customer Service Representative will provide day to day support to customers across phone, ticketing, live chat and video. Duties include handling inbound inquiries, conducting outbound follow ups, resolving customer concerns and maintaining a healthy customer pipeline using tools such as Zendesk and CallTools.
Responsibilities:
1. Handle inbound customer calls and provide professional and timely responses
2. Resolve customer concerns while maintaining a positive experience
3. Conduct outbound calls using provided lead lists for follow up
4. Support customers through live chat and Zoom when needed
5. Manage customer inquiries and support tickets through Zendesk
6. Document customer interactions, issues, resolutions and follow ups accurately
7. Track open concerns and ensure timely resolution
8. Maintain organized support records
9. Maintain a healthy customer pipeline through consistent follow up
10. Track customer needs, outstanding requests and next steps
11. Proactively reconnect with customers requiring follow up
12. Identify customer needs and introduce additional services when appropriate
13. Support upselling opportunities while remaining customer first
Requirements:
1. 1 to 2 years experience in customer service, phone sales or similar customer facing role
2. Experience handling inbound and outbound customer calls
3. Experience managing customer inquiries and resolving service related issues
4. Experience using Zendesk preferred
5. Experience using CallTools or similar dialing platforms preferred
6. Strong verbal and written communication skills
7. Comfortable handling conversations over phone, live chat, email and Zoom
8. Familiar with Google Workspace, CRM systems and other basic business software
9. Able to manage multiple conversations and priorities with attention to detail
10. Reliable internet connectivity and appropriate equipment for remote work
Required skills
Customer support communication, Zendesk ticket management, outbound calling via CallTools, live chat and video support, customer pipeline management, upselling within a customer first approach, Google Workspace and CRM familiarity
Fill in the application form and record a video showcasing your skill sets
Why You Should Consider This Opportunity
This role offers fully remote work with flexibility for candidates based in LATAM, Africa or Eastern Europe, provided you can align with US business hours. It gives exposure to multiple support channels and tools such as Zendesk and CallTools, which are widely used in customer service roles, so the experience gained could be valuable for future positions. The role also touches on sales support, which may appeal to candidates wanting exposure beyond pure customer service.
Application Tips
Tailor your CV to highlight any prior experience with Zendesk, CallTools, or similar platforms, since these are explicitly preferred. Emphasize past inbound and outbound call experience and any exposure to upselling or sales support. Since the deadline is not stated, apply promptly to avoid missing the window. Follow the employer's application instructions closely, including filling out the form and recording the requested skills video, as incomplete applications may not be considered.
