Location: Remote - Must be based in Honduras
Employment Type: Full-Time/Hourly
Reports To: Customer Communications Manager
Pay Type: Hourly with incentives and commissions available

POSITION OVERVIEW

We're looking for a Customer Communications Representative to serve as the first point of contact for our customers. You will be charged with answering phone calls on the first ring, answering questions, solving problems, and creating exceptional experiences that keep customers coming back.

You'll be the voice of the company's brand, handling inbound calls, live chat, emails, and inquiries with professionalism, speed, and a genuine desire to help. This role is critical to reducing customer wait times, supporting our retail locations, and converting marketing leads into customers.

If you love helping people, thrive in fast-paced environments, and want to be part of a team that values responsiveness and customer satisfaction, this is the role for you.

KEY RESPONSIBILITIES

Customer Communication & Support (70%)

Inbound Support:

Answer incoming calls on the first ring with a professional, friendly demeanor
Respond to live chat inquiries promptly and helpfully
Monitor and respond to emails and messages from customers
Provide accurate information about products, inventory, pricing, and company policies
Troubleshoot customer issues and resolve concerns efficiently

Lead Management & Conversion:

Verify and process website registrations and leads
Create customer accounts in system
Convert inquiries into orders by guiding customers through the buying process
Share product images from photo library to assist purchase decisions
Provide personalized product recommendations based on customer needs

Proactive Outreach & Re-engagement (20%)

Customer Outreach:

Contact inactive or lost accounts to re-engage customers
Follow up with leads who haven't completed registration or purchase
Share promotions via SMS, email, and phone calls
Record customer objections and feedback for marketing and product teams
Identify opportunities to win back lapsed customers

Order Processing & Coordination (10%)

Order Management:

Create and process customer orders accurately in system
Coordinate with retail stores to fulfill customer requests
Provide order status updates and tracking information
Handle order modifications, cancellations, and returns professionally

REQUIRED QUALIFICATIONS

Experience

2+ years in customer service, call center, retail support, or similar role
Experience handling high-volume customer interactions (calls, chat, email)
Proven track record of meeting response time and customer satisfaction goals

Skills

Exceptional phone communication – warm, professional, clear, articulate
Fluent English (written and spoken) – C1/C2 level required
Problem-solving – ability to think on your feet and resolve issues independently
Multi-tasking – handle multiple chats, calls, and emails simultaneously without dropping quality
CRM proficiency – experience with customer management systems
Detail-oriented – accurate data entry and record-keeping

Soft Skills

Customer-first mindset – genuinely enjoys helping people
Positive attitude – friendly, patient, empathetic (even with difficult customers)
Adaptability – comfortable switching between tasks and handling unexpected situations
Self-motivated – able to work independently in remote environment
Team player – collaborates well