L1 Customer Service Representative - Remote Eligible

GovAssist Customer Service Agent

A specialized travel consultancy organization dedicated to facilitating travel worldwide. We take pride in our skilled and knowledgeable team, which excels in all aspects of visa processing and other travel documentation services. We are happy to inform you that our team is actively seeking resourceful and enthusiastic Customer Service Agents to collaborate with as a part of our global consulting program.

What You'll Do

• Handle high-volume inquiries: field inbound calls, ticketed emails, and live-chat sessions with empathy and speed.
• Own first-contact resolution: diagnose issues, provide step-by-step guidance, and close cases within SLA whenever possible.
• Document like a pro: log every interaction in our CRM with clear, concise case notes for seamless follow-up.
• Escalate smartly: identify complex problems, add full context, and route to Tier 2 or specialist teams without delay.
• Spot opportunities: recognize upsell, cross-sell, or retention moments and route leads to Sales when appropriate.
• Champion quality: follow company policies, data-privacy rules, and QA checklists to maintain top CSAT scores.
• Collaborate & improve: share customer feedback with Product and Ops to eliminate pain points and enhance workflows.

And own:

• a workstation equipped with an Intel i5 equivalent or newer and 16GB or more RAM
• a second monitor and noise-canceling headset;
• Ensure a high-speed internet connection with an upload speed exceeding 25 Mbps and a latency of fewer than 100 milliseconds.

What Makes You a Great Fit

• 2+ years of phone, email, and chat support in a high-volume environment.
• Fluent, confident English—both written and spoken.
• CRM & tech support platforms savvy (Zendesk, Atlassian, Slack, or similar).
• Calm under pressure, solution-oriented, and passionate about customer happiness.
• Reliable home office, high-speed internet, and the ability to work flexible shifts.

Pay & Perks

• Competitive USD 6 per hour
• Fully remote with scheduled breaks and paid training.
• Performance bonuses, growth pathways to senior support or team-lead roles.