Handle 150+ inbound calls per day across multiple client accounts.

Deliver warm, friendly, and polished white-glove service.

Follow scripts strictly while keeping the conversation natural and professional.

Identify customer needs and provide correct next steps (scheduling, transferring, gathering info).

Navigate CRM systems (Genesys preferred) while speaking with customers.

Log call notes accurately and quickly.

Maintain organized and compliant data entry.

Escalate cases following client-specific procedures.

Recognize when an issue exceeds scope and redirect appropriately.

Stay calm and clear during emotionally charged or urgent calls.

Adhere to schedule, queues, and performance expectations.

Maintain high accuracy despite rapid call flow.

Support consistent service delivery across the team.

Minimum 1.5 years of customer service and inbound call handling experience.

Proven experience managing high call volume (100–150+ calls/day).

Experience with U.S.-based customers.

Experience managing multiple client accounts is a strong plus.

English C1 (verbal + written).

Warm, friendly, polished phone presence.

Strong active listening.

Ability to multitask between CRM, call tools, and note-taking.

Familiarity with CRMs (Genesys preferred).

Good typing speed and accuracy.

Ability to follow scripts consistently.

Resilience in fast-paced, back-to-back call environments.

Accountability and reliability in remote work.

High attention to detail.

Stable high-speed internet.

Ability to complete speed and stability tests.

Preferably able to connect via LAN (wired).