This is a remote position.
Location: Remote (Work from Home)
Job Type: Full-time, Monday to Friday
Hours: 40 hours per week | 8-hour shifts between 2:00 PM and 3:00 AM SAST (U.S. business hours)
About the Role
We are seeking a motivated, emotionally intelligent, and detail-oriented Virtual Assistant to join our team as a Customer Service Representative and Office Administrator. This is a balanced role that combines phone-based customer service with hands-on administrative work. You will support our clients, including insurance agencies, by handling inbound and outbound calls and email correspondence, and by keeping their data, documents, and records accurate and up to date.
Most calls are service-related: assisting existing customers, answering inquiries, resolving issues, following up, and verifying information. This is not typically a cold-calling role, though some accounts may occasionally require outbound prospecting or sales-related calls. Any such requirements will be explained clearly before you take on the account.
No prior insurance knowledge is required. Training is provided by a licensed agent.
Key Responsibilities
Calls and Customer Service
- Answer and make inbound and outbound service calls in a professional, courteous, and timely manner (call volume varies by client and account).
- Assist customers with inquiries, issue resolution, and order or policy processing.
- Handle frustrated or upset customers calmly, with empathy and professionalism.
- Make follow-up and verification calls, and occasional outbound calls as required by specific accounts.
- Follow call scripts and standard operating procedures while applying sound judgment.
- Escalate complex issues to the appropriate department or team member.
Administration and Data Management
- Perform general administrative duties, including data entry, documentation, filing, and follow-ups.
- Confirm and cross-reference data to ensure all information is accurate.
- Verify customer information and submit it to the necessary recipients.
- Manage email correspondence with customers and internal teams.
- Handle pre- and post-sale administration of personal and commercial insurance policies.
- Accurately record and update customer information in the CRM and other software systems.
- Comply with all requirements for handling confidential and personal information.
Team and Performance
- Collaborate with team members to deliver excellent customer service.
- Meet or exceed targets for quality, accuracy, and customer satisfaction.
- Take part in team meetings, training sessions, and performance reviews.
- Learn and follow all company policies, procedures, and processes.
Requirements
- Proven experience in customer service, call center, administrative, office management, or virtual assistant roles (preferably supporting U.S.-based clients).
- Well-spoken and fluent in English, with the ability to liaise with international clients.
- Exceptional verbal communication and listening skills.
- Extreme attention to detail and accuracy.
- Excellent data entry and typing skills.
- Strong computer literacy, with proficiency in CRM platforms, call-handling software, and a variety of other systems.
- Strong emotional intelligence and the ability to de-escalate challenging calls.
- Ability to multitask, prioritise, and manage time effectively, including under pressure.
- Willingness to learn new processes and software.
- High level of professionalism and accountability.
- Ability to work effectively in a team environment.
Technical Requirements
- Reliable fiber internet connection (50 Mbps preferred).
- Loadshedding provisions (e.g., backup power for your internet and computer).
- A laptop or desktop computer (not customized) running Windows 11 - does NOT disqualify
- A quiet, distraction-free workspace.
- Willingness to work U.S. business hours - Non-negotiable
Benefits
- Competitive salary based on experience.
- Remote work flexibility.
- Training provided by a licensed agent.
- Support from a dedicated VA Support specialist.
- A supportive and collaborative team environment.
- Opportunities for career growth and skill development.
