Responsibilities:

• Replying to customer enquiries via WhatsApp, email, phone, and website forms.
• Following up with leads professionally to help convert them into paying customers.
• Updating customer details, lead status, notes, and follow-up actions in the CRM.
• Managing customer orders from enquiry to delivery.
• Assigning work to translators or team members using Trello or similar task-management tools.
• Updating spreadsheets accurately.
• Checking basic information on customer documents, such as names, dates, document type, page count, and language pair.
• Sending completed work to customers.
• Providing polite and professional customer support.
• Keeping clear records of all customer communication.
• Escalating urgent or complex issues to management.
• Helping improve customer service, sales follow-up, and internal processes.

Requirements:

• At least 3 years of experience in customer service, sales support, virtual assistance, BPO, call centre, or remote operations.
• Excellent written and spoken English.
• Strong experience handling customers professionally.
• Good sales skills and confidence in following up with leads.
• Experience using CRM systems such as Zoho, HubSpot, Salesforce, Bitrix24, or similar.
• Experience using task-management tools such as Trello, Asana, ClickUp, Monday.com, or similar.
• Good spreadsheet skills.
• Strong attention to detail.
• Ability to work independently without constant supervision.
• Ability to follow processes carefully.
• Ability to handle sensitive customer information confidentially.
• Strong internet connection and reliable work equipment.
• A reliable laptop or desktop computer.
• Stable high-speed internet.
• Backup internet connection, such as mobile data or a secondary provider.
• Reliable power supply or backup power solution.
• Quiet working environment.
• Working headset or earphones with a microphone.
• Webcam for meetings when required.

Important Qualities:

• Very reliable.
• Fast to reply.
• Honest and trustworthy.
• Friendly and polite with customers.
• Confident but not pushy.
• Organised and detail-oriented.
• Comfortable working with international customers.
• Able to multitask.
• Able to follow up consistently.
• Able to work under pressure during busy periods.
• Willing to learn our internal systems and processes.