Customer Service Executive – Lead Research & Client Support (Female Only)

This is a remote position.

Role Overview

This role serves as the first point of contact between the organisation and potential partner programs. The position focuses on conducting outreach, gathering relevant information from organisations, and identifying potential programs that may benefit from the platform.

The role combines strong communication skills, attention to detail, and research-oriented conversations to qualify potential partners while maintaining a professional and positive experience.

This is not a sales role. The primary responsibility is to introduce the platform, gather information, and identify organisations that may benefit from the service before passing qualified leads to the internal team.

Responsibilities

Conduct outbound outreach to shelters, social service agencies, healthcare organisations, housing programs, and other relevant entities to gather program information.

Identify and qualify potential organisations that may benefit from the platform and categorise them appropriately.

Introduce the platform and explain its benefits to potential partners in a clear and professional manner.

Collect accurate information during calls and update internal systems accordingly.

Maintain detailed records of conversations, program information, and qualification status.

Assist the internal reservations team by monitoring communication channels, forwarding relevant customer emails, and supporting account-related queries when required.

Follow internal documentation and service guidelines to ensure accurate responses and avoid providing incorrect information.

Work across multiple platforms such as CRM systems, internal communication tools, and documentation systems.

Maintain professionalism when interacting with organisations that may be rushed, sceptical, or uninterested.

Requirements

Minimum 3 years of experience in customer support, client outreach, or lead research roles.

Experience with international calling (particularly US-based clients) is highly preferred.

Experience interacting with organisations such as agencies, service providers, or business clients is advantageous.

Excellent verbal and written communication skills.

Strong listening skills and the ability to extract relevant information during conversations.

Strong organisational and multitasking abilities.

High attention to detail in data collection and reporting.

Ability to work independently with minimal supervision.

Ability to handle sceptical or uninterested callers professionally.

Proactive and quick learner with a strong problem-solving mindset.

Ability to follow documented processes and escalate issues when necessary.

Experience working with CRM systems.

Familiarity with tools such as MS Teams, Google Workspace, Slack, JIRA, HubSpot, or similar platforms.

Ability to accurately update records and manage data across multiple systems

Benefits

Competitive salary and benefits package.

Flexible working hours with remote work opportunities.

A collaborative and inclusive team culture.

Opportunities for professional growth and development.

Exposure to international clients and projects.

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