CPT-11586 Customer Service Virtual Assistant

Independent Contractor – CPT-11586 Customer Service Virtual Assistant/Business Support VA/Junior-Advanced Level (Remote).

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.

A satellite services company is seeking a reliable and customer-focused Customer Service Virtual Assistant to provide phone, email, and administrative support to its customers.

The VA will be responsible for handling inbound customer calls, assisting with inquiries, providing information regarding billing and service timelines, supporting activation and deactivation requests, handling login-related concerns, and completing callbacks when necessary.

The role will also involve updating the company's CRM through accurate data entry and providing professional customer care throughout each interaction.

The ideal candidate should have excellent communication skills, strong attention to detail, and the ability to remain patient and professional when assisting customers with questions or service-related concerns. Previous telecommunications, satellite, cable, internet, or similar customer service experience is strongly preferred.

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 inbound customer calls professionally and efficiently
• Assist customers with general inquiries and service-related concerns
• Provide accurate information regarding billing, service timelines, and account-related matters
• Provide clear explanations and guidance based on established company procedures
• Handle customer concerns with patience, professionalism, and empathy
• Provide a positive customer experience throughout each interaction
• Identify issues that require escalation and provide the appropriate support or next steps

• Assist customers with activation and deactivation requests
• Follow established procedures for processing service changes
• Provide customers with information regarding activation/deactivation timelines and requirements
• Assist with login and account-access queries
• Document customer concerns and actions taken
• Escalate technical or account issues when they fall outside the VA's scope
• Follow up on escalated concerns when required

• Make outbound callbacks to customers when necessary
• Follow up on unresolved inquiries and previously discussed concerns
• Respond to customer emails when required
• Ensure email responses are clear, professional, and aligned with company guidelines
• Maintain timely follow-up on pending customer concerns
• Document relevant phone and email interactions

• Update and maintain customer information in the CRM
• Perform accurate data entry and record updates
• Log customer interactions, inquiries, and outcomes
• Maintain organized and up-to-date customer records
• Ensure all required information is properly documented
• Assist with other routine administrative and customer service tasks as needed

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:

• Customer service or call center experience required
• Inbound call-handling experience required
• Strong spoken and written English required
• CRM/data-entry experience required
• Experience handling billing or account-related inquiries preferred
• Experience processing service activations and/or deactivations preferred
• Telecommunications customer service experience strongly preferred
• Satellite, cable, internet, wireless, or similar industry experience is a strong advantage
• Experience handling customer escalations preferred
• Email-based customer support experience preferred
• HubSpot experience is a significant advantage

• Customer-focused, patient, and professional
• Excellent spoken and written English
• Comfortable handling a high volume of customer inquiries
• Strong phone communication and active listening skills
• Able to explain billing, account, and service information clearly
• Detail-oriented with accurate data-entry skills
• Organized and reliable with strong follow-through
• Comfortable handling both phone and email communication
• Able to identify when an issue needs to be escalated
• Comfortable learning and following established processes
• Able to maintain professionalism when dealing with frustrated or concerned customers
• Previous telecommunications or telecom customer service experience is strongly preferred
• Experience in satellite, cable, internet, wireless, or other communications-related industries is a plus

• 3CX Phone Dialer – Provided by client
• HubSpot – Nice to have / significant advantage
• CRM / Customer Management Systems
• Email Platforms
• Basic Data Entry Tools

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 12:00 PM – 9:00 PM EST

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, and Advanced Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 12:00 PM – 9:00 PM EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Minimal/Neutral to None
• REGION PREFERENCES: Philippines