Customer Relations Representative (Remote)

About the role

This fully remote Customer Relations Representative answers customer calls and follow-ups about service steps, order updates and problems, resolving simple concerns and keeping customers informed. Calls come from incoming calls and follow-up lists, and a team lead guides the calls, reviews notes and helps with difficult cases. The role pays a monthly base salary plus bonus opportunities.

Key responsibilities

• Review customer follow-up lists and waiting calls in a CRM such as HubSpot, and put unanswered concerns in order.
• Answer incoming calls and make follow-up calls through a business phone system such as Aircall, introducing yourself and explaining the purpose of the call.
• Listen to each concern, ask short questions to clarify details, and use approved reference notes to explain services, order updates and next steps, giving one clear instruction at a time.
• Resolve simple problems during the call when possible, and stay calm and respectful when customers are upset or rushed.
• Add notes after every call, send unanswered questions to the team lead, mark wrong numbers and duplicate entries, and share daily call counts and recurring questions with the team.
• Meet quality standards through accurate notes, polite calls, quick follow-up and complete records.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; related customer service or phone support experience is preferred.
• Willingness to learn the service, follow approved call outlines and ask for help when an answer is unclear.
• A quiet place for calls and a computer, mobile phone, stable internet and reliable electricity.

Required skills

• Comfort learning customer record software and a phone system for incoming and outgoing calls.
• Ability to write clear call notes and patient, polite listening.

What we offer

• Monthly pay of PKR 61,900 - 147,510, with bonus opportunities.
• Structured onboarding and training on HubSpot and Aircall.
• Regular check-ins with the team lead and growth opportunities within the team.