7 Tips for Managing a Remote Customer Service Team

Proficiency with computers and basic technology is usually a must to handle email, live chat, and other communication platforms. Forbes recently suggested that employees who work remotely are more productive than those who are required to be in an office at set times. An occasional package delivery or a barking dog may interrupt, of course, but distractions are fewer at home than in a bustling office setting. But in truth, there are many benefits to having a remote customer service strategy, and most employers find that things run just as smoothly as the traditional office setting. Even if it’s just a couple of days, your remote agents will love getting some face to face interaction with management and their colleagues alike. During these trainings, you can also host breakouts where you have one on ones with or small group meetings with your team. The best customer service teams are also the most efficient ones.

In that scenario, it’s even more crucial to have your processes optimized to the tee. Moreover, when no one knows what they are supposed to own, important queries can go unattended. And let’s not forget that remote work can mean loneliness for some. In case your remote staff are demotivated and disengaged, it could easily rub off on customers – leading to subpar service experiences. But managing a remote team is a challenge like no other.

Surprising Benefits of Employing Remote Customer Service Reps

To help manage projects, information and communication needs to be centralized in one easily accessible place. Hiring managers are always looking for critical thinking skills, communication abilities, empathy, and a genuine interest in the customer. By familiarizing yourself with the company and its unique goals and culture, you can present yourself as an informed candidate later in the process.

How do see yourself in 5 years?

  1. Get clear about your career goals. Take some time to brainstorm what your career goals are for the next five years.
  2. Find connections between your goals and the job description.
  3. Ask yourself if the company can prepare you for your career goals.

Finally, ensure you put your contact information in your resume. It is a way for the recruiters to reach out if they liked the information on your resume. The contact information should include your email address and your phone number. You don’t need to include AWS Cloud Engineering training program your social media handles unless stated by the hiring company. Communication is one of the most important parts of being a successful remote customer representative. It is also one of the top skills employers are looking for in ideal job candidates.

Job Descriptions for Remote Customer Service Jobs

Most remote customer service jobs pay between $10 and $15 per hour, depending on their volume or type of accounts. Some positions may pay per email or social media message answered or resolved. Others may include a commission or bonus structure to help you earn more. Managing a remote customer service team demands you to be a jack of multiple trades. From facilitating seamless collaboration to taking care of your employees’ well-being and keeping them motivated, you need to be able to manage tools, processes, people, and emotions.

  • Always thoroughly research any company you are applying for and the industry they are in.
  • When applying for jobs, you should NEVER have to pay anything.Learn more.
  • Never bring up something they’ve shared in a way that hurts them.
  • Bilingual skills can be highly sought after in the customer service industry.

While it’s challenging to manage staff members who span different continents and time zones, the digital world allows you to adapt in ways that make geographical barriers almost non-existent. Another useful tool to use to respond to customers is live chat. However, even the customer support pros will come across a question that requires a bit more research from time to time. Whether you’re just starting in the field or you’re a long-time customer service champion, check out this master list. Working remotely means you have endless options about where and how to live.

Building A Successful Remote Customer Service Team

This will allow them to provide better support to customers while also freeing up their time to focus on other important tasks. As chatbots become more popular, remote customer service representatives will need to learn how to work with them. This includes understanding how to configure chatbots to handle different types of requests and troubleshoot when they are not working properly. A high school diploma or GED is typically required for entry-level remote customer service representatives. Candidates with a bachelor’s degree in a related field, such as business or communications, may be preferred by some employers. The demand for remote customer service representatives is rising, and this could be one of the most exciting jobs in 2022. According to Flexjobs, an increasing number of businesses are looking to hire remote customer service representatives, and the job is expected to grow by 18% by the end of the year.

what is remote customer service

The ability to fully focus on the person you’re speaking with and understand their needs is referred to as active listening. Active listening is a very important skill you must possess because you will have to diagnose difficulties and provide solutions. These training courses are important for a better and clearer idea of what to expect as a customer service rep.

Make use of video chat

Team managers should realize that every team member faces their own unique struggles. Some might be staying alone and could be feeling lonely. Others might have to work amidst taking care of their kids and elders. A few might have insomnia which significantly reduces their work performance, whereas some might be working in a noisy household. While on the topic of saving time and improving efficiency, the faster you find answers to your customers’ problems, the more happy your customers are. First, you’ll have to clearly understand what are the daily tasks that don’t really require active use of people’s brains but are still taking up a good chunk of work hours. Rather than controlling every single thing your team does, focus on being more approachable so that they can get in touch with you when they need help.

That’s why they’re one of the first and most active sectors in the remote work world. Depending on the industry and company, a second language may be an invaluable asset if the employer has a global customer base. Agent satisfaction just got a boost from simplified workforce management. This one seems pretty obvious, but simply looking at the average time that callers spend in your agent’s queue is a great way to tell how they are performing. There are plenty of KPIs you can consider looking at when evaluating your teams success, so let us take a look at a few. Give them advice, tell them mistakes you might have made, and just be a generally good source of knowledge and information. Nobody wants to feel stuck at a job, so this is a way of possibly alleviating those concerns.

What Are the Responsibilities of a Remote Customer Service Job?

His findings are relevant today because of the coworking thrives culture. Perhaps, we’re simply less likely to indulge in social media instead of working when we see other people work. Whether your team works remotely or onsite, they can get access to all the relevant data they need.

What are your salary expectations?

Choose a salary range.

Rather than offering a set number of the salary you expect, provide the employer with a range in which you'd like your salary to fall. Try to keep your range tight rather than very wide. For example, if you want to make $75,000 a year, a good range to offer would be $73,000 to $80,000.

You must also have a steady and strong internet connection to perform your duties quickly and efficiently. Apparently, all industries offer positions for virtual customer service agents. As long as more companies are developing an online presence, this position will always be needed, especially to handle never-ending customer inquiries and complaints. Remote customer service representatives must be able to communicate effectively with people in a variety of settings. They may be required to explain complicated policies or procedures to confused customers, calm down irritated individuals, or interact with people who are upset about something. Besides all the benefits it can offer your business or contact center, having a remote customer service strategy is just plain convenient. Employees will appreciate the extra time and money they save by not commuting.

What are the benefits of remote customer service?

“Ever since my team transitioned to remote, we’ve found a way to streamline communication and ensure everyone is on the same page by leveraging a bunch of tools. We usually assign talking points, action items, and due dates while on a live Zoom call. By collaborating in such a manner (in real-time), it also makes it easier to build accountability across the team”, explains Cheryl Spriggs. Great support teams always Top 47 Networking Interview Questions know how to communicate effectively. In a remote scenario (in the absence of non-verbal cues), effective communication is about doing it in excess. When agents are made to second guess or follow up multiple times with colleagues for clarity/context, they not only end up wasting time but provide slower and subpar customer service. Our award-winning training and development programs get you ready to work and grow.

  • You get paid to help people every day while maintaining autonomy and flexibility.
  • This won’t surprise anyone, but we use Groove as our customer service software.
  • You’ve gone through all the steps of the application process, have been offered a job, and you’re ready to begin work at a virtual customer service job.
  • This also includes responding to negative reviews as well as positive ones.
  • Your ability to resolve customer issues can aid in the development of trust and the strengthening of customer relationships.
  • Great blog post – especially now during the COVID-19 crisis when remote working has become even more important for companies worldwide.

Hire the very best customer service employees you can find in any time zone, and your customers — and your business — will be better off. The use of chatbots is growing rapidly as businesses look for ways to reduce costs and improve customer service. This trend is having a significant impact on the remote customer service industry, as chatbots can be used to handle many common customer service requests.