Five Tips For Successfully Hiring Remote Customer Support

Customer Engagement & Sales:

• Manage inbound and outbound calls to introduce and promote client products to prospective and existing customers.
• Effectively present product features, benefits, and pricing to drive customer interest and secure sales.
• Handle objections and provide tailored solutions to meet customer needs.
• Close sales opportunities with potential leads provided by the client or generated independently.

Lead Generation & Prospecting:

• Leverage social media platforms and online tools to identify, qualify, and nurture targeted prospects.
• Maintain a consistent pipeline of leads and ensure timely follow-ups.
• Collaborate with the client to refine targeting strategies for maximum conversion.

• Process payments, invoices, and orders accurately using the client’s designated programs and systems.
• Update and maintain CRM records to reflect the latest interactions, sales activities, and customer details.
• Ensure compliance with data accuracy and confidentiality standards.

Reporting & Administrative Support:

• Prepare regular sales activity reports, performance metrics, and market feedback.
• Assist with ad hoc tasks such as data entry, website updates, and administrative reporting as required.
• Provide feedback on customer trends and potential areas for business improvement.

• Work closely with the client’s team to align sales strategies with overall business objectives.
• Participate in training sessions and stay updated on product knowledge, sales techniques, and industry trends.
• Contribute to team initiatives and support cross-functional projects to enhance productivity and client satisfaction.

• Handled a high volume of inbound calls with professionalism and efficiency, ensuring positive customer experiences.
• Managed activation calls with a strong focus on upselling products and services, consistently achieving sales targets.
• Seamlessly transitioned customers to support services when necessary, maintaining continuity and satisfaction.
• Provided clear and accurate information regarding products, services, and promotions.
• Documented customer interactions, ensuring accurate records for follow-ups and account management.

• Delivered professional customer support, assisting clients with inquiries, issue resolution, and account-related requests to ensure a positive client experience.
• Managed and processed balance transfer transactions, ensuring accuracy, compliance with company policies, and timely execution.
• Provided guidance to customers on commission structures related to balance transfers, clarifying terms and ensuring transparency.
• Maintained detailed transaction records and client communication logs to support accurate reporting and audit readiness.
• Collaborated with finance and operations teams to reconcile commissions, resolve discrepancies, and streamline processes.

• Oversaw and managed multiple accounts, including inbound, outbound, and non-voice teams, ensuring service quality and adherence to KPIs.
• Conducted interviews and screening processes for new hires, contributing to talent acquisition and workforce growth.
• Prepared and presented daily and weekly performance reports directly to the company owner, providing actionable insights and recommendations for operational improvements.
• Supervised and trained team members, fostering a culture of accountability, continuous learning, and professional development.
• Implemented and monitored workflow processes to streamline operations, improve efficiency, and enhance customer satisfaction.
• Coordinated with cross-functional teams to ensure alignment with company objectives and client expectations.
• Acted as a primary point of escalation for client or operational concerns, resolving issues promptly and professionally.

• Deliver high-quality English instruction to students primarily from Japan, while also teaching learners from Thailand, Taiwan, South Korea, and other countries.
• Design and customize lesson plans to meet the specific needs, cultural backgrounds, and proficiency levels of students, focusing on conversational fluency, grammar, writing, listening, and reading comprehension.
• Incorporate engaging teaching methods such as role-playing, interactive exercises, real-life scenarios, and digital tools to enhance learning outcomes.
• Assess student performance through regular evaluations, providing constructive feedback to encourage improvement and boost confidence.

• As a certified ESL teacher with TEFL license, I was teaching English for my full-time job
• I have taught basic English and Advance Business English for adult professionals and children.
• I also included IELTS/TOEFL for my repertoire which I was able to study and teach them on how to ace their examination.
• I always make sure to give my best advice to the students, I also type the corrections on the chat box which is very convenient for both parties.
• I always get a very high score when it comes to teaching skills, and for being an online tutor since 2013,
• When it comes to teaching, I adjust myself depending on the level of the students
• I can give advice on which part that they need to enhance, to review, to practice but at the same time I always make sure that it is a good experience for them
• For younger students I can make it fun
• For adults I make it formal and relatable/applicable to their work or everyday life.

• With the use of the training that I got from V1, I was able to learn so many rebuttals to answer the curiosities of the potential sellers.
• I was able to learn the importance of the cold calling business in real estate, aside from that they have trained us to use google calendar, e-mail sorting, and Real Estate contract listing.
• I enjoyed being a cold caller even with a time tracker.
• I have learned some skills in being a cold caller such as.
  • Familiarize the script! They have provided me with rebuttals; I always made sure to provide reasonable answers regarding their question 
  • One of my strategies is to think of them as my friend. - Yes, they are strangers but, if I talk to them, it was as if I was like a friend then we would feel comfortable.
  • Building rapport, Tonality, Empathy - Sounding too dead during a call is a no-no, I am delighted that my personality and the way of talking is very friendly.

• I also experienced working in Verizon Online, I was assisting customers with internet connection issues, and computer issues, the Verizon customers were calling me.
• I helped them with their technical difficulties over the phone, it is difficult and challenging cause we cannot see their computer and physical set up.
• I give them step by step procedure to fix their internet issues, with it I enhanced my patience, communication skills, customer service and satisfaction.

• Responsible for responding to caller inquires for available properties, inquiries from owners/tenants of managed properties, assist in generating maintenance services requests and others via ticketing system on both Buildium and Zendesk

• To provide customer suporrt via chat platform and upsales

• As an agent, to invite propective clients to attend orientation for a potential job placement for a U.S. based company

• To invite and secure seating for potential prospects for the position of insurance for a U.S. based insurance company

• To address customer issues on the online selling platform format.
• Resolve issues between seller-buyer transactions.
• Recommend best format to use on website to ensure maximum exposure and guaranteed sale

• To resolve customer issues with billing, channel line-ups, customer complaints, troubleshoot technical problems with channel feed and digital box issues

• To offer and make available customer's choice of hotel, and provide best and affordable choices and ensure reservations are completed.

• To process back end credit checks for loan applicants in the U.S.

• Manage client database.
• Schedule appointments.
• Respond to customer inquiries and requests
• Tools Used:
  • FollowupBoss
  • RealGeeks
  • Zillow/Premiere Agent Inbox
  • Opcity Broker Portal Mobile App
  • Realtor.com
  • GNIAR MLS

• Prospect and conduct lead generation activities for new listing appointments.
• Manage all leads in contact database system, set and complete tasks in the system, and track all client communications
• Tools used for work:
  • RESIMPLI
  • Smarter Contacts
  • Google Suite
  • Slack 

• Placing outbound phone calls to potential leads-
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Call potential customers by following calling list provided by supervisors.
• Answer any questions that the potential customer asks to the best of ability
• Tools used for Work:
  • Zencall
  • Podio

• Answered all emails received by clients and resolved their queries and complaints about a daily basis ·
• Read e-mails and sort them according to priority ·
• Ensured that all the e-mail communication activities are performed in accordance with the company policies
• Tools used for work:
  • Zendesk
  • Slack
  • Google Suite

• Assist and answers customer queries.
• Assist customers with their billing concerns
• Process Payments, Account Changes,
• Service Plan Changes, Upgrades, and Downgrades
• Assist customers in processing online orders, shipping and tracking of new and replacement devices
• Provide basic troubleshooting steps.
• Tools Used: CRM

• Worked as a Virtual Assistant. We worked on different clinics in the U.S.A.
• Calling leads whose age are 65 and above with health insurances as qualified to have a consultation for their knee pain problem.
• We also do Lead Generation, Data Entry, Data Mining, Custome Service, and Video and Photo Editing for business promotion.
• Tools that we used are Skype and Dialpad for calling leads. NoCRM tool for lead information and data entry.
• Google Docs and Google Sheets for reports, and Engage Spark for sending SMS and Roundcube for email proposals.

• Computer Instructor and Hardware Technician
• I was teaching computer subjects for elementary and highschool level.
• Also, I was also responsible for the hardware and software maintainance of the school's computer laboratory. 

• We were so called "Universal Agents" because we handled technical support, billing, customer service, and sales.
• I became part of the support team  on my second year with the company wherein we handled supervisor's call all the time.
• It was a stepping stone for us to be supervisors of the campaign.
• The company we support was Time Warner Cable.
• We handled customers using Cable TV, Digital Landline Phone, and Internet Service
• Part of our job is to make sure every call is a sales call. Making sure that customer will be interested on having additional services depending if its Cable TV, internet or Home Phone.
• We used tools that came from Time Warner Cable. Tools for customer information, tools for checking outages, tools for making sales as it is connected to the dispatch team for them to know updates about our sales and technician schedule of service installation. 

• We support customers having issues with their laptop and desktop computers.
• It includes windows operating system installation and support for software application.
• It was a complete hardcore technical assistance that we do so part of our responsibility is to make sure customer can follow the instructions being given to fix issues.
• We also handled case management at the same time wherein in we make sure that we handle customer's concerns even the issues are all fix.
• We call them to ask if the issue still occurs and of course fix the problem without them calling us again.
• We use a software tool which was owned by DELL company wherein it handles all customer information and all the steps troubleshooting.  Information about DELL computer products can also be found on the DELL tool. 
• We also use Dell's main website for updates on its hardware and software parts.

• We do pure outbound calls to produce sales everyday.
• We handled different private health insurances and Medicare.
• Using customer insurances to create orders of different medical equipments depending on their needs.
• After a year, I was promoted as a team leader where I handled 2 teams.
• I coach them, listen to calls, and train them to be more effective when it comes to sales.
• We used tools such us Vicci Dialer, Google Docs and Goodle Sheets for creating reports and entering data of successful sales.

• Overseeing hotel reservation operations and ensuring that each customer's hotel reservation is properly managed.
• Managed a team of 15 people and assisted in increasing hotel membership sales by 25%.
• Assuring that employees are working with ethics that are in line with the company's mission and vision.

• Handled customer inquiries via inbound calls and resolved issues quickly. Assuring that first-call resolution is always met
• Interacted with nearly 100 customers during an average shift, exceeding volume targets by 20% while maintaining customer satisfaction.

• Memorized the entire product and service line of the company, including prices and special discounts.
• Provided client support on a wide range of company products, resolving issues at a 90% rate.
• Awarded “Fastest Learner” award during the first month of intern training
• Awarded with “Agent of the month” award for three consecutive months for maintaining the highest customer satisfaction rate.

•  Help the company with providing exceptional customer service thru chat and email.
• Manages up to 100 client contacts per day by using Zendesk as a CRM.
• Handle a team of 5 people while ensuring that emails and chats are answered within the agreed-upon service level while maintaining the highest quality of work

• Handle 50+ calls daily, with duties including training customers on how to use the banking system for day-to-day business activities while ensuring the highest quality of service.
• Received an average 87% customer satisfaction rating, 15% higher than the company average

•  Improve customer experience by taking inbound and outbound calls.
• Create procedures to improve the business processes, trained three people with the company's SOP to help improve daily business operations.

• Checks guest's reservation on a daily basis.
• Responds to guests messages and inquiries.
• Calls/text guests using Google voice.
• Confirms guests booking and sending them Electronic Door Keypad lock codes.
• Creates and updates Guidebooks using Hostfully.
• Creates a task and communicates daily to housekeeping, maintenance and inspection every check out.
• Checking bookable houses.
• Accepting payments and deposits.
• Order supplies for all of the properties as per the housekeeper's requests.
• Process refunds to guests and file claims for damage.
• Responds to guests reviews.
• Make sure to keep Super host status and ratings by removing bad reviews.

• Promote migration and visa services globally
• Persist in sales even in the face of failure
• Chase leads and follow up with phone calls
• Schedule appointments and meetings as necessary
• Answer queries from clients
• Find ways to sell products in the face of a down market
• Demonstrate superior time management skills and meet sales deadlines

• Calling agents to see if parcels are at the location and marking them in the system accordingly.
• Booking couriers to go and collect parcels.

• Cold calling leads who might be interested in selling or buying new properties
• Call leads who might need help to manage their rental properties
• Sends free market updates via email
• Input gathered data and notes into our database, CRM (MYDESKTOP) and Google spreadsheet
• Sends email to my client for prospect sellers that need to have an appraisal
• Sets up appointments for my client to visit the property
• Conduct follow ups on leads

• Live calls monitoring
• Led employee relations through effective communication, coaching, training and development.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Monitored incoming calls and provided feedback to associates to improve quality of service.
• Evaluated employee performance on weekly basis and coached and trained team members, increasing quality of work and employee motivation.
• Facilitated weekly meetings to communicate team performance goals and results.

• Inbound calling for a US Telecom Company ( Sprint )
• Upselling of products like phones ,plans , broad bands and accessories
• Process orders
• Take payments
• Track orders
• Handles billing inquiries and payments

• B2C outbound calling
• Verify customers application that was submitted online
• Check if they qualify for a loan by checking their credit report
• Transfer to lender

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

• Established warm and friendly rapport whilst interacting with customers by phone and email.

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Order processing and customer account management
• Overseeing a range of responsibilities for the Sales Team and ensuring adherence to business policies.
• Tasks involved live chat operation, supervising work hours and on-call schedules
• Authorizing order processing and coordinating time-off requests, managing sales and marketing
• Refund and exchange data - assisting with paperwork for potential clients
• Account Management - conducting marketing analysis, and spearheading customer Customer Relations retention initiatives.
• Monitoring billing and order fulfillment collections, while also identifying potential bidding opportunities for the Contracts Manager.

• Participate in quality assurance procedures.
• Lead call calibrations and perform random-sample audits on calls.
• Monitor calls of representatives and ensure they are addressing customers' complaints as per set protocols.
• Design training sessionsforthe newemployees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.

• Achieved service time and quality targets.
• Actively listened to customers to fully understand requests and address concerns.

• Took over escalation calls
• Discuss the breakdown of the bills and offer a different set of bundle to add to their services. 
• Process payments by gathering details of their card. 

• Maintains customer records by updating account information.
• Provide inbound customer support billing inquiries, policies/procedure, account activation, balance transfer.
• Follow structural call handling procedures, scripts, transfer protocol and call-related processes that lead to customer satisfaction and call resolution.

• Follow up on the claim of the nurses/doctors. 
• Provided the charges, benefits, and eligibility associated with patients' insurance.
• Ensure confidentiality of patient’s information/bank/details, contact numbers, and other personal information.

   

• Detect early signs of fraudulent activity
• Review the credit history of the customer 
• Thorough verification on the caller.  

• Make sure to have reached the quota on a daily basis
• Send an intraday report to check productivity
• Send end of day report.
• Directly report to the client for any issues arise on the leads that were given
• Send an update or insights of the merchant. 
• Do time adjustment for 43 agents.
• Distribute the leads to the team equally

• Data Collection using Search Engines and other Social Media Platforms
• Updating leads using ZOHO CRM and Google Spreadsheet
• To scrape and get all details, info of Job posts under Gumtree using VPN
• Update and Edit leads under Personal Platform Found Pinoy.

• Evaluating an account
• Processing of payments using credit cards
• Account Plan changes and subscription
• Scheduling the dispatch team for Installation and repair
• Checking for the serviceability of the area.

• Evaluating an account, processing of payments using credit cards and wired checking account.
• Hard core support for technical problems of customer’s phones.
• Answer all the concern questions and claims they have for the service we provide.
• Give the customers the world class call support & handling.
• Processing sales and orders.
• Establish prices of goods, services or admission and tabulate bills.
• Scheduling the dispatch team for Installation and to check the availability of the area.

• Provides information to the public on services available.
• Evaluating an account
• Schedule customer’s payment plan.
• Plan exchange and subscription
• Deactivation and Activation of an account
• Technical support for the service that we provide the customers.
• Processing of payments using credit card.
• Processing the customer’s return exchange, insurance, and repair.
• Processing of sales and orders.
• We build a friend or family like atmosphere with a customer to provide a world class service.

• Call Australian companies and ask the HR Manager's contact details.
• Inviting the HR Managers for Leadership and Management events.
• Data Collection using Search Engines and other Social Media Platforms
• Updating all Leads using Salesforce

• Call Listening
• Evaluating a call recording according to scoreboard provided

• Contact businesses or private individuals by telephone in order to solicit sales for goods or services
• Obtain customer information such as name, address, and payment method, and enter orders into the database.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Maintain records of contacts, accounts, and orders.
• Schedule appointments for sales representatives to meet with prospective or for customers to attend sales presentation

• Maintain records of contacts
• Research for possible Leads with current Solar Panel
• Research for divisions that approve Solar Panel
• Check every location and city for the availability of Solar Panel

• Data Mining of Leads
• Managing the lead generator
• Managing CRM
• Emailing targeted clients
• Outbound Calling
• Setting up an appointment

• Enter monthly expenses into MYOB, ensuring all expenses have OR or invoice attachments.
• Enter and reconcile all credit card expenses monthly in MYOB.
• Provide support to the counterpart Accountant in AU and liaise with other team members in the organization.
• Communicate with the warehouse and sales personnel to resolve discrepancies in product price, quantity, description, and code.
• Enter daily payables into MYOB and reconcile daily sales orders.
• Manage purchase orders to suppliers.
• Reconcile suppliers’ invoices in both WMS and MYOB.
• Perform end-of-month (EOM) statement reconciliation in MYOB.
• Submit EOM inventory reports to the General Manager.
• Email suppliers when payments are made.
• Send monthly statements to customers and track email receipts in case of disputes.
• Perform basic bookkeeping tasks, such as invoicing, processing bills, and monitoring accounts receivable.

• Provide Office/Trust accounting and bank reconciliation support within LEAP and V10 software.
• Deliver technical and documentation support for merge and error issues.
• Manage email queue using Salesforce and ensure timely responses.
• Resolve issues by providing clear, step-by-step resolutions.
• Support the integration of LEAP with various software, including RapidPay, ByLawyers Precedents, LawConnect, and InfoTrack.
• Assist clients with entering Office/General Accounts or Trust Accounts entries.
• Reconcile out-of-balance entries in Trust Accounting within LEAP.
• Help clients identify and rectify issues with journals not syncing with MYOB or XERO.
• Assist lawyers with document automation issues, such as merge fields not populating on settlement sheets, precedents, legal documents, invoices, statements, or any document templates.
• Resolve errors or computation issues in legal precedents.
• Monitor and report glitches and common issues encountered after software updates.
• Send emails to provide resolutions and technical assistance.
• Troubleshoot software-related issues.
• Manage the daily queue, check for duplicate cases, and fix entries with missing information in the database.
• Build and maintain positive relationships with customers.

• Make sure that the customer is satisfied with the customer service before disconnecting the call.
• Make sure that all issues/concerns are resolve.
• Case manage the customer, especially if it will lead to complaints/TIO.
• Handle all customers' inquiry from billing, payment, sales, activations, technical issues, disputes, complaints, connections, disconnections, retention (saves).
• Update customer details.
• Handle customers' clarification, and objection on the services acquired.
• Activate mobile and broadband (wireless, ADSL, cable) and PSTN (landline) services.
• Provide new connection on mobile and broadband (wireless,ADSL, cable) and PSTN (landline).
• Identify if broadband is serviceable on the area.
• Create opportunity for customers. Submit Lead for an opportunity of new services, new connection, or re-contract of an existing service.
• Make sure that all metrics are met.

• Answer all inquiries in a timely and appropriate manner.
• Handle all inquiries of the Provider.
• Make sure that provided information is all correct.
• Process Claims of the Provider.
• Identify if medical codes are covered or not under the medical policy.
• Handle complaints from the Provider.
• Provide Benefits and medical coverage to Providers (Doctors, Specialists)
• Need to maintain and pass all the required metrics of the campaign

• Do chat support to customers/texters.
• Answer all inquiries in a timely manner.
• The reply should be brief and concise.
• Make sure that all guidelines are followed.
• Provide the correct phone number of the establishment/company
• Provide accurate directions of a certain place.

• Utilize a quality monitoring data management system to compile and track the performance of all agents.
• Monitor and evaluate 500 chat transcripts weekly.
• Assist in designing chat monitoring formats and establishing quality standards.
• Coordinate chat calibration sessions to support quality assurance.
• Generate and provide reports for management review.
• Conduct chat monitoring in accordance with company policies and procedures

• Ensure alignment of pricing, inventory, and shipping details between the Trademe platform and the website.
• List new products on both the website and Trademe.
• Update and manage product information, images, inventory, and pricing across all platforms.
• Conduct quarterly price reviews for all listed items.
• Handle dropshipping orders from suppliers to customers.
• Follow up on customer payments.
• Reconcile suppliers' end-of-month statements.
• Respond to customer queries and questions.
• Process disputes regarding pricing discrepancies with suppliers.
• Record and report sales orders and purchase orders on a monthly basis.
• Manage emails efficiently.

• Add new products to the website or platform.
• Resolve and troubleshoot any product listing issues and discrepancies.
• Write and optimize product descriptions in line with SEO best practices.
• Handle product returns, claims, disputes, and refunds.
• Process claims with various couriers, including Royal Mail, Parcel Monkey, Parcel Force, and Evri.
• Respond to customer queries and questions promptly.
• Manage purchase orders to suppliers.
• Monitor incoming and outgoing deliveries.
• Manage and update product information, images, inventories, and pricing.

• Deliver excellent customer service by resolving LEAP product queries accurately and promptly via Live Chat
• Address general client software and hardware inquiries through Live Chat
• Troubleshoot, diagnose, and resolve application-related issues
• Record detailed notes in the CRM using the standard template, including information for calls requiring escalation
• Continuously update LEAP software knowledge in line with the capability matrix

• Reconcile incoming and outgoing payments against invoices and remittance advices to ensure accurate financial records.
• Match payments received with entries in the patient management system to maintain up-to-date account status.
• Reconcile ACC payments to verify accuracy and completeness of claims and receipts.
• Support the invoicing process for business clients, ensuring timely and accurate billing.
• Assist in compiling detailed reports for budgeting and funding assessments, contributing to informed financial planning.