Customer Experience Advisor (Remote)

About the role

This fully remote Customer Experience Advisor answers incoming calls and returns calls from customer follow-up lists, answering questions about service steps, order updates and unresolved concerns. A team lead guides replies and reviews concerns that need further attention. The role is paid by a monthly base salary plus bonus opportunities.

Key responsibilities

• Use approved reference notes to give clear, polite answers about services, orders and next steps.
• Open customer follow-up lists and call queues in a CRM such as Zendesk, and plan which customers need a reply first.
• Take incoming calls and make return calls through a business phone system such as Dialpad, introducing yourself and explaining the purpose of the call.
• Ask short questions to understand what happened and what the customer needs, listen without interrupting, and explain available steps to resolve simple issues.
• Stay calm when customers feel upset or rushed, acknowledge their concern and keep explanations focused on useful actions.
• Write the question, answer and next step in the customer record after each call, and send unanswered questions to the team lead with a short summary.
• Return calls to customers awaiting answers, confirm resolution, and mark wrong numbers, duplicates and do-not-call requests.
• Share daily call counts and common questions with the team, practice call outlines and use coaching feedback.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; customer service, support or other customer-facing experience is preferred, especially phone conversations.
• Willingness to learn the service, follow approved call outlines and ask for help when an answer is unclear.
• Ability to explain steps simply and check understanding without making customers feel rushed.
• A quiet place for calls and patience when customers repeat questions or need reassurance.

Required skills

• Comfort learning a CRM such as Zendesk to find customer details, enter notes and track next actions.
• Readiness to use a business phone system such as Dialpad.
• A computer, mobile phone, stable internet connection and reliable electricity.

What we offer

• Fully remote work from home.
• Structured onboarding and training on Zendesk, Dialpad and Slack.
• Regular check-ins with the team lead and growth opportunities within the team.
• Bonus opportunities.