CPT-11397 Customer Service & Phone Support Virtual Assistant

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

We are looking for a Customer Service & Phone Support Virtual Assistant to support a UK-based bus transportation business serving customers for day trips, holidays, school transportation, and related services.

The VA will be responsible for answering incoming calls, following up with customers regarding quotes, communicating pricing provided by the client, documenting customer inquiries, and ensuring timely follow-up. This role is ideal for someone with excellent spoken English, strong customer service skills, and confidence handling phone-based interactions.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• Answer incoming customer calls professionally and courteously.
• Respond to customer inquiries regarding bus transportation services.
• Follow up with customers who have requested quotes.
• Communicate pricing to customers based on pricing provided by the client.
• Take accurate notes regarding customer questions, requests, and concerns.
• Follow up with customers who return calls or respond via email.
• Leave clear and professional voicemails when customers cannot be reached.
• Escalate questions or situations that require the client's input.
• Follow the client's instructions and guidance when communicating with customers.
• Maintain organized records of customer interactions and follow-ups.
• Provide excellent customer service throughout the inquiry and booking process.
• Assist with additional administrative or customer service tasks as the business grows.

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Previous experience in customer service, phone support, appointment setting, sales support, or a similar role.
• Excellent spoken and written English.
• Clear, professional, and confident phone communication.
• Comfortable speaking with customers and handling questions professionally.
• Strong listening and communication skills.
• Ability to accurately document customer information and follow-up requirements.
• Reliable and dependable attendance.
• Strong attention to detail and organization.
• Ability to follow established instructions and processes.
• Comfortable working independently while knowing when to escalate issues.

Preferred Qualifications

• Experience working with a UK-based company or UK customers.
• Experience in transportation, travel, tourism, hospitality, or another customer-facing industry.
• Previous experience handling a high volume of inbound and outbound calls.
• Familiarity with 3CX or similar VoIP/phone systems.
• Experience with call recording and call-monitoring systems.
• Experience handling quotes, bookings, or sales inquiries.
• Technical Requirements
• Reliable high-speed internet connection.
• Backup internet connection is preferred.
• Reliable power backup.
• Quiet, professional workspace suitable for handling customer calls.
• Computer/laptop capable of running required communication and business applications.
• Ability to work with the client's 3CX phone system.

• Contracted Hours per Week: 16 Hours
• Scheduled Working Days: Monday through Thursday
• Daily Working Time: 9:00 AM–1:00 PM UK time

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 16 hours/week
• Daily Working Time: 9:00 AM–1:00 PM UK time
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Clear, Easily Understood English Required)
• REGION PREFERENCES: Any