Business-Hour Phone Support Needed - Native English (Spanish a plus)
Budget: $2 – $8 USD
Phone calls from my customers come in during standard U.S. Eastern Time (roughly 9 AM – 5 PM, Monday through Friday) and I need every one of those calls answered live, greeted warmly, and resolved or properly documented. The work is strictly phone-based; no live chat or email handling is required.
Here is what the assignment entails. You will:
• pick up incoming calls, verify the caller’s identity, and follow the knowledge-base prompts to solve routine issues or questions;
• record each interaction in our CRM (we currently use Zendesk, but familiarity with Freshdesk or HubSpot is transferable);
• escalate tickets you cannot resolve to the on-call specialist, summarising the steps already taken so the hand-off is seamless;
• supply a concise end-of-day call log so I can track volume, common questions, and any follow-ups still pending.
Fluent, neutral English and a clear phone presence are essential because most customers are U.S.-based. A quiet workspace, a dependable internet connection for the VoIP soft-phone, and prior experience handling business-hour call queues will make this job run smoothly.
Acceptance criteria: every call during EST business hours receives a live answer within three rings, the CRM entry is completed before the next call, and unresolved issues are escalated the same day.
If you’re ready to keep my customers satisfied and my phone lines professional, let’s get started.
Here is what the assignment entails. You will:
• pick up incoming calls, verify the caller’s identity, and follow the knowledge-base prompts to solve routine issues or questions;
• record each interaction in our CRM (we currently use Zendesk, but familiarity with Freshdesk or HubSpot is transferable);
• escalate tickets you cannot resolve to the on-call specialist, summarising the steps already taken so the hand-off is seamless;
• supply a concise end-of-day call log so I can track volume, common questions, and any follow-ups still pending.
Fluent, neutral English and a clear phone presence are essential because most customers are U.S.-based. A quiet workspace, a dependable internet connection for the VoIP soft-phone, and prior experience handling business-hour call queues will make this job run smoothly.
Acceptance criteria: every call during EST business hours receives a live answer within three rings, the CRM entry is completed before the next call, and unresolved issues are escalated the same day.
If you’re ready to keep my customers satisfied and my phone lines professional, let’s get started.