Available for immediate hire 60 day commitment

CUSTOMER SERVICE SUPPORT

At Remoteli, our Customer Service Assistants are dedicated to delivering exceptional support that fosters lasting customer relationships. They excel in active listening, effective communication, and problem-solving, ensuring every customer interaction is handled with care and efficiency. Proficient in various CRM systems and communication tools, our team optimises each touchpoint, enhancing customer satisfaction and loyalty.

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40 hours (per week)

full time subscription
£894.00 + VAT per month

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20 hours (per week)

part time subscription
£595.00 + VAT per month

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TOOLS & SOFTWARE

Customer Relationship Management Software: CRM platforms like Salesforce, Zendesk, HubSpot, or Freshdesk help manage customer information, track interactions, and provide a centralised database for customer communication history.

Email and Communication Tools: Proficiency in email clients (Outlook, Gmail) and communication tools (Microsoft Teams, Slack) is essential for effective written communication and collaboration within the customer support team.

Phone Systems: Familiarity with phone systems and call management software enables Customer Service Assistants to handle incoming and outgoing calls efficiently, log call details, and maintain call scripts.

Live Chat Software: Many companies use live chat tools like Intercom, LiveChat, or Drift for real-time customer support on their websites. Familiarity with these tools enables seamless chat interactions.

Social Media Platforms: Depending on the company's social media presence, knowledge of platforms like Twitter, Facebook, Instagram, and LinkedIn can help engage with customers and address their inquiries on social channels.

Knowledge Base Software: Systems like Confluence, Helpjuice, or KnowledgeOwl are used to create and manage knowledge bases, making it easier for Customer Service Executives to access and provide accurate information.

Ticketing Systems: Ticketing platforms like Jira, ZenDesk, or ServiceNow help organise and track customer inquiries, ensuring that issues are addressed systematically and efficiently.

Screen Sharing and Remote Assistance Tools: Proficiency in screen sharing and remote assistance tools like TeamViewer or Zoom can help troubleshoot technical issues by guiding customers through solutions visually.

E-commerce Platforms: If the company offers products or services online, familiarity with e-commerce platforms like Shopify, WooCommerce, or Magento can help address customer inquiries related to orders, payments, and shipments.

Analytics and Reporting Tools: A basic understanding of analytics tools (Google Analytics, Mixpanel) and reporting systems helps Customer Service Assistants gain insights into customer behaviour and track key performance indicators.

Language Translation Tools: For companies with a global customer base, tools like Google Translate can assist in communicating effectively with customers who speak different languages.

Documentation and Collaboration Tools: Tools like Microsoft Office (Word, Excel), Google Docs, and cloud storage services facilitate documentation, collaboration, and sharing of resources among the customer support team.

SKILLS & EXPERIENCE

Exceptional Communication: Customer Service Assistants are skilled communicators, able to convey information clearly and empathetically to customers across various channels, such as phone, email, chat, and social media.

Problem-Solving: They are adept at understanding customer issues, investigating concerns, and offering effective solutions to resolve problems promptly and satisfactorily.

Active Listening: Customer Service Assistants practice active listening to understand customers' needs fully, ensuring they address the core issues and provide relevant assistance.

Product Knowledge: They possess a deep understanding of the products or services offered by the company, enabling them to provide accurate information and guidance to customers.

Patience and Empathy: Customer Service Assistants exhibit patience and empathy, remaining calm and understanding even in challenging or frustrating situations while working towards customer satisfaction.

Conflict Resolution: They are skilled in managing conflicts and handling difficult customers with professionalism, de-escalating tensions, and finding mutually agreeable solutions.

Multitasking: Customer Service Assistants are often required to manage multiple customer inquiries simultaneously, effectively prioritising and juggling tasks to provide timely responses.

Documentation: They maintain thorough and accurate records of customer interactions, ensuring a comprehensive history that can be used for reference and analysis.

Team Collaboration: Customer Service Assistants often collaborate with other departments, sharing customer feedback and insights to improve products, services, and processes.

Continuous Learning: They stay updated about company policies, industry trends, and best practices in customer service to provide the most relevant and up-to-date assistance.

Adaptability: Customer Service Assistants easily adapt to changing situations, whether it's handling new inquiries, addressing unexpected challenges, or adjusting to evolving customer needs.

Technical Proficiency: They are adept at using customer relationship management (CRM) software, ticketing systems, and other tools to efficiently manage customer interactions and provide seamless support.

Cultural Sensitivity: Customer Service Assistants demonstrate cultural sensitivity and understanding, ensuring respectful and effective communication with a diverse range of customers.

Upselling and Cross-Selling: They can identify opportunities for upselling or cross-selling products and services, enhancing the customer experience and contributing to revenue growth.

Data Analysis: Proficiency in analysing customer data and feedback allows them to identify trends, pain points, and improvement areas to enhance overall customer satisfaction and service quality.

How it works

1

Subscribe

Find the service and select the package best for you. Enter your company details and set up a payment method.

2

Onboard

We will arrange an onboarding video call where you can will discuss expectations and meet your assigned employee and their manager.

3

Colaborate

Integrate your new Remoteli team into your company culture. Get to know your them, provide training materials and assign them tasks to get started in their new roles.

4

Relax

Our dedicated team takes proactive accountability for their roles, constantly striving for excellence and delivering phenomenal results.
questions?

Onboarding is made simple with Remoteli, once you subscribe you will be contacted within an hour to welcome you and arrange a convenient time for you to meet your new assistant.

No, you simply pay your subscription fee only. We cover all additional costs such as annual leave, sick pay, pension contributions and employee benefits.

We encourage frequent communication between clients and assistants by video calls, email and/or slack. Tasks can be set directly on Remoteli's task management system or by assigning new tasks on a shared document or in your weekly update.

We encourage our clients to prepare an initial task list or job specification prior to the onboarding call, this will help give clear direction for the assistant and ensure they can begin performing immediately.

Our assistants are available to work within your company working hours. As Ghana is in the GMT timezone we can support standard business hours without requiring our staff to work unsociable hours.

Yes, our assistants all have excellent written and verbal English skills, we even have some bi-lingual assistants who can support French speaking clients too.

Our assistants are all based in our Operations Office in Accra, Ghana. Even though we support remote working for our clients, we felt that our team needed a team environment and culture to thrive.

Remoteli is focused on hiring the best candidates available in Ghana and supporting graduates, meaning every assistant has a university degree and a minimum of 3 years of working experience in a similar role.

Looking for something?

We have a talent pool of over 7,000 people. So if you have a specific requirement not covered by the options above, let us know and we will see if we can find the right person.
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