Inbound Lead Intake & Customer Service Specialist
New
H
HireHawkFlooring, Home Improvement
Pretoria, Gauteng, South Africa. Cape Town, Western Cape, South Africa. Johannesburg, Gauteng, South Africa, 7:00 am - 4:00 pm or 8:00 am - 5:00 pm PSTContractMiddle
Salary1,200 - 1,400 USD per month
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Customer serviceActive listeningData entryCRM
Requirements
- Excellent spoken English, with clear pronunciation and the ability to communicate naturally and professionally with U.S.-based customers.
- 2+ years of experience in customer service, inbound sales, lead intake, receptionist, appointment-setting, or another customer-facing phone role.
- Strong phone etiquette and customer service skills, including the ability to build rapport quickly and represent the company professionally.
- Comfortable handling a high volume of inbound customer conversations and inquiries.
- Ability to ask appropriate qualifying questions and accurately capture lead/customer information.
- Strong active listening skills and ability to understand the customer's needs before routing or escalating the inquiry.
- Ability to answer basic questions about company products and services after training.
- Comfortable entering and maintaining lead information in a CRM, ERP, or similar business system.
- Strong attention to detail and accurate data entry skills.
- Ability to distinguish between qualified opportunities, general inquiries, existing-customer needs, and calls that need to be escalated.
- Reliable internet connection and professional, quiet environment for customer calls.
- Comfortable working during U.S. Pacific business hours.
Responsibilities
- Handle inbound calls and inquiries from prospective and existing customers professionally and courteously.
- Answer basic questions about the company’s flooring products, services, and processes.
- Gather and qualify lead information, including customer needs, project details, contact information, and timelines.
- Accurately enter and maintain customer and lead information in the company’s system.
- Route qualified leads and customer concerns to the appropriate team member and ensure timely follow-up.
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