Call Center Representative
Call Center Representative –
Job Title: Call Center Representative (Call Center Agent)
Company: Virtustant
Location: Johannesburg, Gauteng, South Africa (Remote)
Employment Type: Full-Time
Work Schedule: 5 Days per Week (Rotating Days Off)
Working Hours: 9-hour shifts (30-minute unpaid lunch), scheduled between 7:00 AM and 11:00 PM EST
Salary: Paid in USD or Local Currency (Candidate’s Choice)
Job Overview
Virtustant is recruiting a Call Center Representative to support international home service businesses, including plumbing, electrical, HVAC, and other skilled trade companies. This fully remote position offers an exciting opportunity to join a growing outsourcing company that provides 24/7 customer support, appointment scheduling, dispatching, and administrative services for clients based primarily in the United States.
As a Call Center Representative, you will be responsible for handling both inbound and outbound customer interactions while delivering exceptional customer service. Your primary objective will be to convert customer enquiries into confirmed service appointments, accurately schedule technicians, maintain detailed CRM records, and ensure every customer receives professional, efficient assistance. The role requires strong communication skills, excellent attention to detail, confidence in handling customer objections, and the ability to work effectively in a KPI-driven environment.
This opportunity is ideal for individuals with previous call centre, customer service, appointment setting, or dispatch experience who are comfortable working remotely and are passionate about helping customers while achieving sales and booking targets.
Key Responsibilities
The successful candidate will be responsible for:
- Handling inbound and outbound customer calls professionally.
- Following approved call scripts, client playbooks, and standard operating procedures.
- Assisting customers with service enquiries, bookings, cancellations, and appointment rescheduling.
- Scheduling and dispatching service appointments according to company guidelines.
- Conducting outbound follow-up calls and recovering missed call opportunities.
- Identifying customer needs through effective questioning.
- Using a consultative sales approach to convert enquiries into confirmed bookings.
- Presenting service options clearly and confidently.
- Handling customer objections using approved sales techniques.
- Promoting same-day services, memberships, after-hours appointments, and additional services where applicable.
- Verifying customer details, appointment information, and service priorities.
- Maintaining complete and accurate CRM records, including call notes and customer information.
- Responding to online customer enquiries and converting digital leads into appointments.
- Following up consistently on unconverted leads.
- Complying with company SOPs, quality assurance standards, and escalation procedures.
- Participating in coaching sessions, training programmes, and continuous improvement initiatives.
- Supporting team members during busy call periods.
Minimum Requirements
Applicants should have:
- Previous experience in a call centre, customer service, dispatching, appointment setting, or a similar customer-facing role.
- Excellent verbal and written English communication skills.
- Strong customer service and active listening skills.
- Sales-oriented mindset with the ability to convert enquiries into appointments.
- Good organisational skills and attention to detail.
- Ability to multitask in a fast-paced environment.
- Experience using CRM systems.
- Ability to follow scripts and client-specific procedures.
- Professionalism under pressure and during high call volumes.
- Reliable internet connection and a suitable remote working environment.
Preferred Qualifications & Experience
The following will be advantageous:
- Experience within home services, scheduling, or dispatch operations.
- Knowledge of workforce scheduling and appointment booking systems.
- Experience managing online customer enquiries and digital leads.
- Upselling or membership sales experience.
- Knowledge of quality assurance standards and KPI-driven environments.
Skills and Competencies
Successful candidates should demonstrate:
- Excellent communication skills.
- Active listening abilities.
- Strong customer service orientation.
- Sales and persuasion skills.
- Problem-solving abilities.
- Attention to detail.
- Time management.
- Organisational skills.
- Ability to multitask.
- Professional telephone etiquette.
- Adaptability and willingness to learn.
- Accountability and reliability.
- Teamwork and collaboration.
- Ability to remain calm under pressure.
- Results-driven mindset.
Software & Tools
Candidates should be comfortable using:
- CRM software.
- Call centre telephone systems.
- Appointment scheduling and dispatch platforms.
- Digital lead management systems.
- Internal communication and collaboration tools.
Salary and Benefits
Successful applicants will receive:
- Full-time remote employment.
- Salary paid in either USD or local currency, according to employee preference.
- Opportunity to work for an international company.
- Ongoing coaching and professional development.
- Exposure to international clients and business operations.
- Supportive, performance-driven team environment.
This position is ideal for individuals looking to build a long-term career in customer service, appointment scheduling, and remote call centre operations while working with international clients in a dynamic and fast-growing environment.
