CPT-11586 Customer Service Virtual Assistant

20four7va

Sydney

Remote

AUD 30,000 - 50,000

Full time

3 days ago

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Benefits offered by this job

Competitive rates

Weekly payments

Free training and upskilling

Supportive community

Job summary

20four7VA is seeking offshore contractor VAs to provide remote customer service and business support services worldwide, with focus on US/UK/Canada/Australia markets. The role involves phone, email, and CRM data entry to support telecommunications clients and general admin tasks.

Ideal candidates have strong English, patient communications, and experience in customer service. Remote work with defined SOWs and weekly payments is offered.

Qualifications

Customer service or call center experience required.
Inbound call-handling experience required.
Strong spoken and written English.
CRM/data-entry experience required.
Experience handling billing or account inquiries preferred.
Experience processing activations/deactivations preferred.
Telecommunications customer service experience strongly preferred.
Satellite/cable/internet/wireless industry experience is a plus.
Experience handling customer escalations preferred.
Email-based customer support experience preferred.
HubSpot experience is a significant advantage.

Responsibilities

Answer inbound customer calls professionally and efficiently.
Assist with general inquiries and service-related concerns.
Provide information on billing, timelines, and accounts.
Update CRM with accurate data entry and interactions.
Handle activation/deactivation requests and login issues.
Escalate issues when outside VA scope and follow up as needed.
Make outbound callbacks and respond to emails when required.
Document phone and email interactions clearly.

Skills

Customer service experience

Inbound call handling

English communication

CRM / data entry

Billing inquiries

Activations / deactivations

Telecommunications CS experience

Satellite / cable / internet industry

Escalations handling

Email support

HubSpot familiarity

Tools

3CX Phone Dialer

HubSpot

CRM / Customer Management Systems

Email Platforms

Data entry tools

Job description

Title: CPT-11586 Customer Service Virtual Assistant

Independent Contractor — CPT-11586 Customer Service Virtual Assistant/Business Support VA/Junior-Advanced Level (Remote).

Overview

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

A satellite services company is seeking a reliable and customer-focused Customer Service Virtual Assistant to provide phone, email, and administrative support to its customers.

The VA will be responsible for handling inbound customer calls, assisting with inquiries, providing information regarding billing and service timelines, supporting activation and deactivation requests, handling login-related concerns, and completing callbacks when necessary.

The role will also involve updating the company’s CRM through accurate data entry and providing professional customer care throughout each interaction.

The ideal candidate should have excellent communication skills, strong attention to detail, and the ability to remain patient and professional when assisting customers with questions or service-related concerns. Previous telecommunications, satellite, cable, internet, or similar customer service experience is strongly preferred.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

Customer Service & Phone Support

Answer inbound customer calls professionally and efficiently
Assist customers with general inquiries and service-related concerns
Provide accurate information regarding billing, service timelines, and account-related matters
Provide clear explanations and guidance based on established company procedures
Handle customer concerns with patience, professionalism, and empathy
Provide a positive customer experience throughout each interaction
Identify issues that require escalation and provide the appropriate support or next steps

Activations, Deactivations & Account Support

Assist customers with activation and deactivation requests
Follow established procedures for processing service changes
Provide customers with information regarding activation/deactivation timelines and requirements
Assist with login and account-access queries
Document customer concerns and actions taken
Escalate technical or account issues when they fall outside the VA’s scope
Follow up on escalated concerns when required

Callbacks & Email Support

Make outbound callbacks to customers when necessary
Follow up on unresolved inquiries and previously discussed concerns
Respond to customer emails when required
Ensure email responses are clear, professional, and aligned with company guidelines
Maintain timely follow-up on pending customer concerns
Document relevant phone and email interactions

CRM & Administrative Support

Update and maintain customer information in the CRM
Perform accurate data entry and record updates
Log customer interactions, inquiries, and outcomes
Maintain organized and up-to-date customer records
Ensure all required information is properly documented
Assist with other routine administrative and customer service tasks as needed

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

Customer service or call center experience required
Inbound call-handling experience required
Strong spoken and written English required
CRM/data-entry experience required
Experience handling billing or account-related inquiries preferred
Experience processing service activations and/or deactivations preferred
Telecommunications customer service experience strongly preferred
Satellite, cable, internet, wireless, or similar industry experience is a strong advantage
Experience handling customer escalations preferred
Email-based customer support experience preferred
HubSpot experience is a significant advantage

IDEAL CANDIDATE PROFILE

Customer-focused, patient, and professional
Excellent spoken and written English
Comfortable handling a high volume of customer inquiries
Strong phone communication and active listening skills
Able to explain billing, account, and service information clearly
Detail-oriented with accurate data-entry skills
Organized and reliable with strong follow-through
Comfortable handling both phone and email communication
Able to identify when an issue needs to be escalated
Comfortable learning and following established processes
Able to maintain professionalism when dealing with frustrated or concerned customers
Previous telecommunications or telecom customer service experience is strongly preferred
Experience in satellite, cable, internet, wireless, or other communications-related industries is a plus

APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED

3CX Phone Dialer — Provided by client
HubSpot — Nice to have / significant advantage
CRM / Customer Management Systems
Email Platforms
Basic Data Entry Tools

Work Schedule

Contracted Hours per Week: 40 Hours
Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
Daily Working Time: 12:00 PM — 9:00 PM EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

Contractors will operate under a Master Services Agreement and a Statement of Work
This is not an offer of employment; contractors are not employees of 20four7VA or any client
All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements