[Hiring] Customer Service Expert @24-MAG

Role Description

We are sharing a specialised part-time consulting opportunity for experienced customer service professionals with strong phone communication, scheduling, appointment handling, and customer-support expertise to contribute to an advanced AI training project involving live, real-world service interactions. Selected professionals will make and receive calls on behalf of customers to complete everyday tasks such as reservations, appointment scheduling, vendor confirmations, and information gathering. The work requires fluent professional English, confidence handling live conversations, and the ability to navigate phone systems efficiently while maintaining accurate documentation and discretion. No prior experience in AI is required.

Key Responsibilities

• Phone-Based Customer Support
  • Place and receive phone calls on behalf of customers to complete assigned service tasks
  • Handle reservations, appointment scheduling, vendor confirmations, and other everyday requests
  • Communicate professionally with businesses, service providers, and customer-facing teams
  • Gather accurate information and ensure customer requests are completed appropriately
  • Maintain a clear, professional, and customer-focused approach throughout live interactions
• Call Navigation & Task Execution
  • Navigate automated phone menus, hold queues, call centres, and routing systems efficiently
  • Identify and reach the appropriate contact for each customer request
  • Manage multiple short, consecutive calls across a variety of service scenarios
  • Adapt quickly when calls require improvisation, clarification, negotiation, or escalation
  • Maintain productivity and accuracy throughout scheduled working shifts
• Documentation & Customer Information
  • Document outcomes, confirmations, and important details from every call accurately
  • Record relevant follow-up requirements and unresolved issues clearly
  • Maintain confidentiality and discretion when handling sensitive customer information
  • Ensure written records are complete and suitable for downstream review
  • Communicate blockers or exceptional circumstances promptly when additional support is required
• Remote Collaboration & Service Quality
  • Collaborate with other remote professionals to maintain a consistent customer experience
  • Follow project guidelines and service standards across all customer interactions
  • Provide timely updates regarding progress, issues, and task completion
  • Apply strong judgement when handling unexpected situations or ambiguous customer requests
  • Maintain reliability, responsiveness, and professional conduct throughout scheduled shifts

Qualifications

• Professional experience in customer support, executive assistance, virtual assistance, concierge services, or another phone-based service role
• Fluent, neutral, and clear spoken English suitable for interactions with U.S.-based businesses and service providers
• Strong improvisational and live-conversation skills
• Confidence making outbound calls, including cold calls where required
• Comfortable navigating automated phone systems, hold queues, and call-centre environments
• Experience in hospitality, restaurants, travel, or related service industries is advantageous
• Negotiation or escalation experience is beneficial
• Reliable high-speed internet connection and access to a quiet professional working environment
• Quality wired or USB headset suitable for extended phone-based work
• Ability to work autonomously and manage multiple consecutive tasks reliably
• Strong attention to detail, confidentiality, and customer-service quality
• Based in Mexico, Central America, Colombia, Peru, Ecuador, Argentina, Chile, or Brazil
• No prior experience in AI research or model training is required

Engagement Details

• Part-time independent contractor engagement
• Fully remote within eligible LATAM locations
• Initial engagement of approximately 4 weeks
• Approximately 20 hours per week, structured as four 5-hour shifts
• Compensation: $18–$28/hour
• Representatives are paid for scheduled, available hours rather than per completed call
• Full availability and responsiveness are required throughout each scheduled shift
• Weekend availability is required for a portion of the project team
• Selected professionals should be prepared to begin their first shifts within approximately 24–48 hours of completing onboarding
• Work will involve live phone support, scheduling, reservations, vendor communication, call documentation, and customer-service tasks
• Project scope, scheduling requirements, and duration may evolve depending on project needs
• Work must be completed without using confidential or proprietary information belonging to any employer, client, institution, or other third party