Remote Customer Service Agent – Phone & Email Support

HireLATAM; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A premier recruitment agency is seeking a Remote Customer Service Agent to provide excellent phone, email, and live chat support. In this role, clear spoken English is essential, along with previous customer service experience. You will handle inquiries about aviation products and assist with orders in a supportive work-from-home environment. This is a full-time position offering $1,200 - $1,500 USD per month, depending on experience.

Benefits

Paid time off (PTO) after 90 days

Comprehensive training on products and systems

Flexible lunch break timing

Qualifications

• Minimum 1-2 years of previous customer service experience with phone support.
• Must have a reliable home office and high-speed internet connection.
• Available to work during Mountain Time business hours.

Responsibilities

• Handle inbound customer service phone calls.
• Make outbound calls for order follow-ups and clarifications.
• Respond to customer inquiries via emails and live chat.

Skills

Excellent spoken English

Customer service experience

Strong computer skills

Self-directed work style

Strong problem-solving skills

Job description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we are your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you are in the best hands to find your next job opportunity.

Remote Customer Service Agent – Phone & Email Support (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary: $1,200 - $1,500 USD/month (depending on experience)

Schedule: Monday-Friday, 8:00 AM - 5:00 PM Mountain Time (with 1 hour lunch break, flexible timing)

Job Overview

Our client is an established eCommerce company serving the aviation community since 1998. They provide aviation headsets, pilot supplies, and related equipment to aviation enthusiasts, private pilots, corporate flight departments, airlines, and military customers worldwide. They value independence, customer focus, and getting things done. No aviation experience is necessary – they will teach you everything you need to know about their products.

We are looking for customer service professionals who will be the voice of their company on phone calls, emails, and live chats. This role is phone-based customer support, with additional responsibilities for email and live chat during lower call volume periods. You will help customers with product questions, order issues, returns, and general inquiries. We need someone who can think independently, solve problems quickly, and provide friendly, efficient service without relying on scripted responses.

Responsibilities

• Handle inbound customer service phone calls (approximately 60-80 total calls per day across the team)
• Make outbound calls to customers for order follow‑ups, clarifications, and issue resolution
• Answer customer questions about aviation products including headsets, pilot supplies, and accessories (full product training provided)
• Process orders, returns, exchanges, and refunds
• Respond to customer emails and live chat messages during periods between phone calls
• Troubleshoot customer issues and resolve problems with minimal need for escalation
• Coordinate curbside pickup for local customers
• Maintain accurate documentation of customer interactions in our systems
• Work collaboratively with team members to ensure continuous customer coverage
• Identify and communicate process improvement opportunities

Qualifications, Skills and Key Competencies

Required:

• Excellent spoken English with clear pronunciation and minimal accent – you must sound natural and professional on US customer calls
• Previous customer service experience with phone support (minimum 1‑2 years)
• Strong computer skills and ability to quickly learn new software platforms
• Reliable home office with quiet, professional environment (no background noise during calls)
• Stable high‑speed internet connection suitable for VoIP phone systems
• Self‑directed work style – able to work independently without constant supervision
• Strong problem‑solving skills and ability to think on your feet during calls
• Professional demeanor and genuinely customer‑focused attitude
• Available to work during Mountain Time business hours

Preferred:

• Experience with eCommerce customer service (order management, shipping, returns)
• Familiarity with helpdesk or ticketing systems
• Experience in technical or specialized product categories
• Background working with US‑based companies or US customers
• Comfortable with both verbal and written communication
• Quick learner who can absorb complex product information
• Experience in small company environments where flexibility is required

Key Competencies for Success:

• Natural conversational skills – not robotic or overly scripted
• Ownership mentality – you see problems and fix them rather than avoid them
• Resourcefulness – you can figure things out without needing constant direction
• Efficiency – you help customers thoroughly but know how to resolve issues quickly
• Confidence to ask questions when you don’t know something rather than guessing

Benefits:

• Paid time off (PTO) after 90 days
• Comprehensive training on products and systems
• Small team environment where your contributions are visible and valued
• Stable, established company (26+ years in business)
• Opportunity to cross‑train on multiple customer service channels
• Work from home with flexible lunch break timing

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED

Your application cannot be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions

Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer “NO” to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer “YES” as we are only able to hire Latin American talent based in Latin America.

Apply Wisely

To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder

All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!