Customer Relations Representative

We are seeking a Customer Relations Representative to join our fully remote team. In this role, you will handle incoming customer inquiries related to service steps, order updates, and general concerns, providing clear and simple explanations. Your primary objective is to resolve straightforward issues and keep customers informed, while more complex questions are escalated to a team lead. You will work closely with your team lead, who will guide your calls, review your notes, and assist with challenging cases. This position offers a monthly base salary with additional bonus opportunities.

Key Responsibilities:
- Review customer follow-up lists and pending calls in a CRM system such as HubSpot, organizing unanswered concerns efficiently.
- Answer incoming calls and make follow-up calls using a business phone system like Aircall, introducing yourself politely and explaining the purpose of the call.
- Listen carefully to customer concerns, ask concise questions to clarify missing details, and confirm their needs.
- Use approved reference materials to explain services, order updates, and next steps, providing one clear instruction at a time and verifying customer understanding.
- Resolve simple problems during calls when possible, ensuring customers feel their concerns have been addressed.
- Maintain composure when customers are upset or rushed, responding respectfully, directly, and clearly.
- Document detailed call notes after every interaction, including the question, response, and next action, to support continuity for future assistance.
- Escalate unresolved questions to the team lead with a brief summary, follow up with customers, and confirm resolution before closing records.
- Identify and mark wrong numbers, duplicate entries, and requests for no further contact, ensuring customer records and reminders are accurate.
- Share daily call volumes and recurring issues with the team, practice call scripts, and incorporate coaching feedback to improve performance.
- Meet quality standards by maintaining accurate notes, polite communication, timely follow-up, and complete records, reviewing and correcting any missing information promptly.

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; however, customer service or phone support experience, especially involving explaining processes to customers, is preferred.
- Willingness to learn the service, adhere to approved call scripts, and seek assistance when uncertain.
- Ability to quickly learn customer record software and phone systems for managing inbound and outbound calls.
- Strong writing skills to produce clear, concise call notes that capture the concern, response, and next steps without unnecessary detail.
- Patience and politeness in listening and speaking, even when customers repeat questions or express frustration.
- Attention to detail when reviewing customer records, updating reminders, and distinguishing between resolved and pending issues.
- A quiet workspace free from interruptions to ensure clear communication during calls.

Preferred Qualifications and Benefits:
- This is a fully remote, work-from-home role centered on customer interaction.
- Structured onboarding and training on CRM software like HubSpot and phone systems such as Aircall.
- Regular check-ins with a team lead to review calls, receive feedback, and build confidence.
- Opportunities for growth within the team by expanding service knowledge and handling a broader range of inquiries.
- Bonus opportunities based on performance.

The monthly salary range for this position is PKR 61,900 to PKR 147,510. If you are motivated to provide excellent customer service and thrive in a remote work environment, this role offers a supportive team and clear pathways for development.