Remote Call Center Agent - Inbound/Outbound Support

The Elitejob; Malaysia; Remote; MYR 17,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly pay

Work-from-home flexibility

Paid training

Health, dental, and vision insurance

Paid time off and holidays

Referral programs and growth

Job summary

Progressive Technology is seeking remote Call Center Agents to handle inbound/outbound calls, resolve inquiries, and provide product support from a home office.

You will document interactions in the CRM, meet performance targets, and participate in ongoing training to enhance service quality while supporting customers across multiple time zones.

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree is a plus.
• Proven experience in customer service or call center, preferably remote.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-first mindset.
• Ability to multi-task and manage time effectively in a remote environment.
• Proficient with call center software, CRMs, and tools like Zoom or Teams.
• Reliable internet and a quiet home office setup.

Responsibilities

• Handle a high volume of inbound and outbound calls with professionalism.
• Address customer inquiries, complaints, and service requests with empathy.
• Guide customers through product usage and troubleshoot when needed.
• Accurately document all interactions in the CRM.
• Escalate complex issues to the appropriate department.
• Meet or exceed daily performance metrics and KPIs.
• Participate in ongoing training and coaching to improve service quality.
• Uphold company values and contribute to a positive remote culture.

Skills

Verbal communication

Written communication

Customer-first mindset

Remote work adaptability

Education

High school diploma or equivalent

Associate or bachelor’s degree (plus)

Tools

CRM software

Zoom

Microsoft Teams

Job description

Job Summary

Progressive Technology is seeking enthusiastic, customer-focused Remote Call Center Agents to join our growing support team. As the first point of contact for our customers, you will provide top-tier service, handling inbound and outbound calls to resolve inquiries, provide product support, and ensure a positive customer experience. This is an excellent opportunity for someone who is passionate about helping others, thrives in a fast-paced environment, and enjoys working remotely.

Key Responsibilities

• Handle a high volume of inbound and outbound calls with professionalism and courtesy.

• Address customer inquiries, complaints, and service requests with efficiency and empathy.

• Guide customers through product or service usage, troubleshooting issues when necessary.

• Accurately document all customer interactions in our CRM system.

• Escalate complex or unresolved issues to the appropriate department.

• Meet or exceed daily performance metrics, including call handling time, customer satisfaction scores, and resolution rates.

• Participate in ongoing training and coaching sessions to enhance performance and service quality.

• Uphold the companys values and contribute to a positive remote team culture.

Required Skills and Qualifications

• High school diploma or equivalent required; associate or bachelors degree is a plus.

• Proven experience in a customer service or call center role, preferably in a remote setting.

• Excellent verbal and written communication skills.

• Strong interpersonal skills with a customer-first mindset.

• Ability to multi-task, prioritize, and manage time effectively in a remote environment.

• Proficient in using call center software, CRMs, and communication tools like Zoom or Microsoft Teams.

• Reliable internet connection and a quiet home office setup.

Experience

• Minimum of 1-2 years of customer service experience, preferably in an inbound/outbound call center.

• Remote work experience is highly desirable.

• Experience in tech support, e-commerce, telecommunications, or related industries is an advantage.

Working Hours

• Full-time position: 40 hours per week.

• Must be flexible to work in rotational shifts, including weekends and holidays.

• Various time zones available – shifts will be assigned based on availability and business needs.

Knowledge, Skills, and Abilities

• Solid understanding of customer service principles and practices.

• Ability to handle difficult customers with patience and professionalism.

• Quick learner with strong problem-solving skills and adaptability to change.

• Detail-oriented and tech-savvy with the ability to navigate multiple systems simultaneously.

• Comfortable working independently with minimal supervision while maintaining high productivity.

Benefits

• Competitive hourly pay with performance-based incentives.

• Work-from-home flexibility and remote equipment support.

• Paid training and continuous learning opportunities.

• Health, dental, and vision insurance options (for eligible employees).

• Paid time off, holidays, and wellness days.

• Employee referral bonus programs and internal career growth opportunities.

Why Join Progressive Technology?

At Progressive Technology, we believe in empowering our employees to grow, thrive, and make an impact. Our inclusive and supportive work culture ensures that every voice is heard and every contribution is valued. As a leader in innovative customer support solutions, we are committed to providing not only the best service to our clients but also the best experience for our team. Join us and be part of a dynamic, forward-thinking company where your talents can truly shine.