[Hiring] Customer Service Representative @Coconut

Role Description

We're currently looking for top talent to fill the role below:

• Role: Customer Service Representative
• Monthly Rate: $1100
• Availability: 40 hours/week
• Time Zone: EDT

To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

• English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.
• Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️
• 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Qualifications

• Handle customer service calls across multiple client accounts using structured scripts
• Manage customer records in CRM platforms with accurate scheduling and documentation
• Operate cloud based phone systems for both inbound and outbound calls
• Conduct sales focused calls, solidifying sales with professionalism and efficiency
• Provide customer service and scheduling support, ensuring clarity and responsiveness
• Navigate multiple platforms simultaneously during calls while maintaining accuracy and compliance
• Adjust quickly to different call types and strictly follow client protocols and procedures

Requirements

• Proven background in customer service, with experience across diverse BPO cases
• Fluent English and a neutral/no accent
• Hands on proficiency with CRM software and cloud based phone systems

Good to have

• Experience in sales environments where closing was required (not just appointment setting)
• Familiarity with best practices in customer experience and retention
• Ability to coach peers in script usage and compliance
• Background in multi industry customer service or account management
• Exposure to performance reporting and call analytics in CRM systems
• Demonstrated ability to manage customer records, scheduling, and documentation accurately
• Experience handling both sales and customer service calls with professionalism
• Strong multitasking ability to manage multiple platforms during live calls
• High adaptability with strict compliance to client specific protocols
• Attention to detail, scheduling, and handling ticket requests

Industry/Tools Experience

• CRM platforms (e.g., HubSpot, Salesforce, Zoho, or similar)
• Cloud based phone systems (e.g., RingCentral, Five9, Aircall, or similar)
• Scheduling platforms and calendar tools (e.g., Google Calendar, Outlook)
• Helpdesk/ticketing systems for documenting interactions (e.g., Zendesk, Freshdesk)
• Internal communication tools (e.g., Slack, Microsoft Teams)
• Front Systems (Point-of-sale) or similar. Preferred but not required.

Benefits

• Competitive Salary – We recognize your skills and experience with a great compensation package.
• 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?
• Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
• US Holidays Off – Enjoy 12 paid US holidays throughout the year.
• Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.
• Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
• Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
• Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.
• Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
• Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!
• Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.