Remote Voice Support Specialist First-Contact Resolution

Openkrill; United States; Remote; USD 42,000 - 58,000; Full time

Job summary

Openkrill is seeking a remote-based customer service representative to provide friendly, voice-driven support to US customers. You will focus on first-contact resolution, handle inquiries and complaints, and contribute to client retention initiatives in a fast-paced home environment.

You will respond to inbound calls, escalate when needed, and collaborate with teams to ensure timely resolutions while meeting KPIs such as AHT, FCR, and CSAT.

Qualifications

• Experience in customer service, ideally in a call centre or voice support.
• Excellent verbal communication and active listening skills.
• Strong problem-solving with empathy.
• Proficient with CRM systems and telephony platforms.
• Comfortable working remotely with good time management.
• Experience in customer retention or subscription management is desirable.
• Team player with willingness to improve processes.

Responsibilities

• Respond to inbound customer calls in a timely and professional manner.
• Aim for one-touch resolution where possible.
• Handle disputes and complaints per procedures and terms.
• Implement client retention strategies to maximise satisfaction.
• Meet and strive to exceed KPIs such as average handling time, first contact resolution, quality scores and CSAT.
• Escalate complex enquiries and follow up for timely resolution.
• Participate in team meetings and training sessions.
• Maintain relationships with clinic, client and internal support teams.

Skills

Verbal communication

Active listening

Empathy

Problem-solving

Time management

Customer retention experience

Tools

CRM systems

Telephony platforms

Job description

Openkrill is seeking a remote-based customer service representative to provide friendly, voice-driven support to US customers. You will focus on first-contact resolution, handle inquiries and complaints, and contribute to client retention initiatives in a fast-paced home environment.

You will respond to inbound calls, escalate when needed, and collaborate with teams to ensure timely resolutions while meeting KPIs such as AHT, FCR, and CSAT.