Customer Care Agent

We are seeking a Customer Care Agent to join our fully remote team. In this role, you will handle incoming customer calls and return calls from follow-up lists, providing clear and friendly explanations about our services. Your primary objective will be to resolve straightforward customer concerns and guide them toward the appropriate next steps. You will work closely with a customer service team lead who will support you with any questions beyond your scope. This position offers a monthly base salary with additional bonus opportunities.

Key Responsibilities:
- Manage customer follow-up lists and call queues using CRM software such as HubSpot, prioritizing calls that require immediate attention.
- Make and receive calls through a business phone system like Aircall, introducing yourself professionally and explaining the purpose of the call.
- Listen attentively to customer concerns without interruption, asking concise questions to fully understand their needs.
- Provide clear explanations of services and next steps based on approved guidelines, ensuring customers understand the information.
- Resolve simple issues during calls and confirm with customers that their concerns have been addressed.
- Maintain composure and politeness when dealing with upset or rushed customers, acknowledging their concerns respectfully.
- Accurately update customer records after each interaction, documenting questions, responses, actions taken, and next steps.
- Escalate unresolved questions to the team lead with a brief summary of what has already been checked.
- Return calls to customers awaiting responses, confirming resolution before closing the issue.
- Identify and mark wrong numbers, duplicate entries, and customers who request no further calls. Share daily call statistics and common inquiries with the team.
- Uphold quality standards through detailed notes, courteous communication, timely follow-ups, and complete record-keeping. Use coaching feedback to improve future interactions.

Required Qualifications:
- Proficient spoken and written English, as most calls are with customers in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity.
- No prior experience required, though customer care or phone support experience is preferred.
- Willingness to learn about the services offered and follow approved call scripts without sounding rushed.
- Ability to navigate customer records and phone tools such as HubSpot and Aircall, including locating notes and saving call outcomes.
- Strong listening skills, with the ability to ask clear questions and explain answers simply.
- Attention to detail when writing customer notes, selecting the correct records, and clarifying next steps.
- Patience with repeated questions and readiness to seek help from the team lead when necessary.
- A quiet workspace with minimal background noise to ensure clear communication during calls.

Preferred Qualifications and Benefits:
- This is a fully remote position, allowing you to work from home while assisting customers by phone.
- Structured onboarding and training are provided on the customer record system and phone tools, including guided call practice.
- Regular check-ins with the team lead to review calls, address questions, and support ongoing learning.
- Opportunities for growth within the team as you develop your customer care expertise and phone skills.
- Bonus opportunities based on performance.

This role is ideal for individuals who enjoy helping others, have strong communication skills, and are eager to learn in a supportive, remote environment.