Role overview

Qualifications

Fluent in English, both written and spoken
Proven experience in a customer service or call center role
Ability to work during specified US time zones
Strong problem-solving and conflict resolution abilities

Responsibilities

Handle inbound and outbound calls during US shifts
Utilize chat, email, and other communication channels to assist customers
Maintain a high level of professionalism and empathy in all customer interactions
Document and update customer records accurately in the company database

Key facts

Remote from: Sri Lanka, United States
Full time
Senior (5-10 years)
Virtual Assistant
English

Hard skills

Call Center Experience

Other skills

Customer Service
Communication
Problem Solving
Empathy
Teamwork

About the company

Kerner Norland

IT Services & IT Consulting

Kerner Norland is a managed IT service provider that can enable an optimised, reliable, and secure technology platform to run your business. These services and platforms are customized and capable of providing comprehensive coverage for environmental and business dynamics such as migration to working from anywhere instances.

Company details

Company typeScaleup

IndustryIT Services & IT Consulting

Company size11 - 50

Links

Website LinkedIn See all jobs

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Job description

We are seeking a proactive andcustomer-focused individuals fluent in English to join our call center team asVirtual Assistants. We specialize in providing exceptional customer service andsupport to our clients in [mention industry or sector]. As a Virtual Assistant,you'll play a pivotal role in ensuring seamless communication and assistance toour customers.

Responsibilities:

Handle inbound and outbound calls during US shifts, addressing customer inquiries, concerns, and providing accurate information about products/services fluently in English.
Utilize chat, email, and other communication channels to assist customers efficiently during US business hours.
Maintain a high level of professionalism and empathy in all customer interactions, ensuring fluent communication aligned with US service standards.
Document and update customer records accurately in the company database during US working hours.
Collaborate with team members across different time zones to ensure seamless support coverage for customers.
Follow call center scripts and protocols during US shifts to ensure consistent service quality.

Requirements:

Fluent in English, both written and spoken, to effectively communicate with US-based customers.
Proven experience in a customer service or call center role, specifically working US shifts.
Ability to work during specified US time zones and adapt to changing shift schedules as needed.
Strong problem-solving and conflict resolution abilities within US working hours.
Empathetic and patient demeanor when dealing with customers, aligning with US service expectations.
Familiarity with CRM software or call center platforms is a plus.
High school diploma or equivalent; additional certifications are advantageous.

Benefits:

Competitive salary.
Comprehensive training and ongoing professional development.
Opportunity for career growth within the company.
Supportive team environment with a focus on collaboration and growth.

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