Customer Service Representative - 17421

Position : Customer Service Representative

Working Hours : Monday to Friday, 10am-5pm Eastern

Salary Range : $1000 - $1500 USD

Location : South Africa/LatAm

About the job:

As we expand to multiple showroom locations, we’re looking to add a dedicated remote team member to ensure every inbound call, inquiry, and customer touchpoint is handled promptly and professionally.

Position overview:

This role sits at the front line of the customer experience. You will be the first point of contact for inbound phone calls across multiple showroom locations, ensuring customers feel welcomed, informed, and confidently guided toward booking an in-home consultation.

This is not a hard sales role. Your primary responsibility is to engage, qualify, and schedule, while delivering an experience that reflects Company's in-person service quality.

Call volume varies—some days are busy, others are quiet—so we’re looking for someone who is proactive, adaptable, and comfortable taking on additional tasks when phones are slower.

Duties and Responsibilities:

• Answer inbound calls for multiple company locations (primarily Westfield, with additional locations as they open)
• Serve as a friendly, knowledgeable first point of contact for prospective and existing customers
• Conduct natural, conversational intake calls (without making them feel scripted or transactional)
• Gather key customer details including:
  • Project type and timeline
  • Window treatment preferences
  • Functional needs (privacy, light control, aesthetics, etc.)
• Educate callers at a high level on Company's products and consultation process
• Schedule in-home consultations with sales reps or showroom managers
• Encourage customers to share inspiration photos or room images via text when helpful
• Answer basic customer service questions (order status, timelines, general inquiries)
• Maintain accurate records of calls, inquiries, and appointments
• Support additional administrative or operational tasks during slower call periods

Qualifications:

• Excellent spoken and written English with a clear, professional phone presence
• Confident handling inbound phone calls and guiding conversations naturally
• Strong customer service instincts with a hospitality-first mindset
• Comfortable asking qualifying questions and steering conversations toward next steps
• Organized, reliable, and detail-oriented
• Able to work independently and manage quiet periods productively
• Familiarity with appointment scheduling, intake forms, or CRM tools is a plus
• Prior experience in customer service, inbound sales support, hospitality, or appointment-setting roles preferred