(Call-Focused Role) Virtual Assistant - Customer Service Representative

Job Description This is a remote position. Job Title: Virtual Assistant – Customer Service Representative (Call-Focused Role) Location: Remote (Work from Home) Hours: 40 hours per week | 8-hour shifts between 2:00 PM SAST and 3:00 AM SAST (U.S. business hours) About the Role: We are seeking a highly motivated, emotionally intelligent, and professional Virtual Assistant to join our team as a Customer Service Representative (CSR). This position is call-heavy, with an expected call volume of 100–150 calls per day. This is not a cold-calling role — all calls are service-related. You will be assisting existing customers, addressing inquiries, resolving issues, and ensuring a high level of customer satisfaction. The ideal candidate will be calm under pressure, an excellent communicator, and skilled at handling occasional irate or frustrated customers with empathy and professionalism. Key Responsibilities: Handle 100–150 inbound and outbound service calls per day in a timely and professional manner. Provide accurate information, resolve issues, and ensure customer satisfaction on every call. Maintain a positive, empathetic, and professional attitude toward customers at all times. Navigate customer service software and CRM tools efficiently to log details and track interactions. Follow communication scripts and standard operating procedures while applying sound judgment. Escalate complex issues to appropriate departments when necessary. Meet or exceed daily call volume, quality, and customer satisfaction targets. Participate in regular team meetings, training sessions, and performance reviews. Requirements Proven experience in customer service, call center, or virtual assistant roles (preferably in a U.S.-based support environment). Exceptional verbal communication and listening skills in English. Strong emotional intelligence and ability to de-escalate challenging interactions. Reliable internet connection, loadshedding provisions and a quiet, distraction-free workspace. Proficiency with CRM platforms and call-handling software. Ability to multitask, stay organized, and manage time effectively. High level of professionalism, accountability, and attention to detail Benefits Competitive pay structure. Remote work flexibility. Supportive and collaborative team environment. Opportunities for growth and skill development.