IP Voice Networks is a growing telecommunications company providing communication services to businesses worldwide. We are looking for a friendly, customer-focused individual to join our front-line support team as a Junior Customer Service Agent.
About the Role
In this role, you'll be the first point of contact for customers who need help or have questions about their service. You'll be chatting with customers throughout the day via phone, live chat, and support tickets, so enjoying conversations is essential.
We're looking for someone who is genuinely passionate about customer service. Someone who loves helping people, listens carefully, and takes pride in delivering excellent care. Your focus will be on understanding each customer's needs, guiding them through solutions clearly, and making sure they feel fully supported at every step.
You'll handle simple, low-level customer support and basic troubleshooting, but the heart of the role is providing a calm, friendly, and genuinely helpful experience for every customer. When something more complex arises, you'll work with our Level 2 team by passing it on with clear notes, ensuring the customer continues to receive smooth and reliable support.
Although this is a work-from-home position, you will be part of our virtual voice and video office, staying connected with your teammates throughout the day.
Key Responsibilities
Providing clear, friendly, and professional customer service across phone, live chat, and support tickets
Helping customers understand and use their services,
Troubleshooting and resolving simple technical issues with patience and clarity
Using our ticketing system to track and manage support requests
Escalating more complex issues to senior support when required,
Collaborating with the team to identify recurring issues and improve customer experience
Following established processes and maintaining accurate records,
Skills and Experience
Excellent communication and interpersonal skills
A genuine enjoyment of talking to people, both on the phone and online
Confidence in answering calls and making outbound calls when needed,
Proficiency with computers and general software tools
Ability to follow step-by-step processes
Ability to work effectively in a fast-paced environment
Basic understanding of technology is helpful, but full training will be provided
What We Offer
Full training and ongoing development
A supportive and collaborative team environment
Remote working within a structured virtual office
Opportunities to grow within the company
Working Hours
Monday to Friday, 9am to 5 pm with a 30-minute lunch break
Job Type: Full-time
Pay: From 12.21 per hour
Expected hours: 37.5 per week
Benefits:
Work from home
Experience:
Customer service: 1 year (required)
handling customer enquires over the phone: 1 year (preferred)
Work Location: Remote
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