Job Description

Location: Remote (South Africa and PH)
Contract: Independent Contractor
Job Type: Full-Time, 5 shifts per week, Rotating Weekends
About Our Client
Our client is redefining self-storage with modern, tech-enabled spaces designed for today's renters and businesses. With a hospitality-driven approach and cutting-edge technology, our client is setting a new standard for convenience, security, and customer experience. Their tech-enabled approach allows for cost-effective facility management, optimized customer experience, and scalable growth across locations.
The team is growing, and they're looking for a Customer Service Representative to join as the frontline of their customer service operations. While this role is based outside the U.S., they are building a globally distributed team, welcoming talent from around the world to support operations and customers seamlessly. You will be an integral part of the team--engaging with customers, helping them navigate their storage needs, and guiding them in making informed decisions about using their services.
About the Role
As a Customer Service Representative, you'll be the first point of contact for our client's customers, handling mostly inbound calls, answering questions, assisting with sales, and resolving issues with professionalism and care. This role requires representatives that are able to provide customer support across multiple platforms, including phone, email, chat, and other digital channels, to ensure a seamless and consistent experience. You will play a key role in troubleshooting problems efficiently, ensuring smooth operations, and providing an outstanding experience for members throughout their customer journey. Our client is looking for proactive, detail-oriented team players who can communicate clearly, solve problems effectively, and create a seamless experience for customers. If you thrive in a fast-paced environment and love helping people, this role is for you.
What You'll Do

• Be the Voice of Our Client: Answer inbound calls, respond to customer inquiries, and provide top-tier support with professionalism and warmth across multiple channels, including phone, email, and text. Ensure every interaction is helpful, thorough, and aligned with our client's commitment to exceptional customer service.
• Drive Sales: Guide potential customers in selecting the best storage solution by actively listening to their needs, understanding their unique requirements, and providing tailored recommendations to convert leads into bookings.
• Support Customer Accounts: Manage onboarding and move-ins, assist with future reservations, and update customer accounts with accuracy and efficiency, ensuring a seamless experience from start to finish.
• Resolve Issues: Troubleshoot existing customer issues such as billing, access control, and location-specific details with a solutions-oriented approach and escalate complex issues when necessary.
• Stay Organized & Efficient: Accurately log customer interactions, track inquiries, and maintain detailed records in CRM and Helpdesk systems to ensure consistency and excellent service.
• Collaborate with the Team: Partner with operations and marketing teams to streamline processes, resolve issues efficiently, and enhance the overall customer experience.
• Contribute to a Strong Team Culture: Although remote, you'll be a valued member of the team, actively participating in regular check-ins, training sessions, and team-building initiatives to stay connected and grow together.

What You Bring

• 2+ years of experience in a customer service, sales, or call center role, preferably in a high-touch or service-driven industry.
• Excellent communication skills in both written and spoken English (C2 - Proficient/Fluent - Near-Native Level).
• Strong problem-solving abilities with a customer-first mindset. Ability to think outside the box to find creative solutions. An ability to work autonomously, take initiative, and independently learn our client's services, policies, and technology.
• Comfort with technology and software, including CRM systems, phone software, and chat/email platforms. Prior experience with HubSpot, Zendesk, and Aircall is beneficial but not required--experience with similar systems is also valuable. Additionally, familiarity with remote work environments and collaboration platforms (such as Slack, Zoom, or Notion) is important for staying connected and working efficiently as part of a distributed team. The ability to quickly learn and adapt to new tools is essential for success in this role.
• A proactive and adaptable approach--you can think on your feet, stay calm under pressure, and thrive in a fast-paced, dynamic environment. You understand that customer needs can vary, and you're able to adjust your approach based on different personalities, temperaments, and situations.
• Availability to work flexible shifts including evenings, weekends, and holidays as needed. Customers access storage facilities outside of standard business hours and on weekends, so this role requires adaptability to meet their needs when they need support the most. However, our client actively manages shifts to help the team maintain a positive work-life balance, ensuring fair scheduling and support.
• System Requirements: To ensure a smooth and reliable work experience, please make sure your system meets the following requirements before applying:

• Internet: Minimum 15 Mbps wired internet connection for stable performance.
• CPU: Intel Core i5 (10th gen or higher) / AMD Ryzen 5 (4000 series or higher) / Apple M1 or higher.
• RAM: For optimal multitasking and performance:

• Windows: Minimum 12GB (16GB recommended)
• Mac: 8GB
• Power & Connectivity: A steady power supply (back-up power) to ensure uninterrupted work.

What We Offer

• Competitive Salary based on experience.
• Performance-Based Bonuses for meeting service quality and sales targets.
• Comprehensive Training & Support to set you up for success. Our client's goal is to help you deliver world-class service, ensuring every interaction is seamless, professional, and solutions-focused.
• A Connected Team Culture with virtual check-ins, recognition programs, and growth opportunities.
• The Opportunity to Make an Impact at a fast-growing, innovative company. Their business approach supports local businesses and property owners in optimizing their real estate but also promotes environmental consciousness by reducing urban sprawl and minimizing the need for additional construction.

Join the team and become a valued member--no matter where you are in the world!