7 Tips For Managing A Remote Customer Service Team

Besides all the benefits it can offer your business, having a remote customer service strategy is just plain convenient. Employees will appreciate the extra time and money they save by not commuting. You’ll avoid the stress of managing a physical office space. Bilingual skills can be highly sought after in the customer service industry. Many companies desire candidates with expertise in two or more languages to handle non-English speaking customers with questions, issues, and sales support.

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.

Work Remote And Delight Customers

You won’t have to worry about when employees will be in the office, or who’s coming in late. Support agents typically help customers with technical issues. They may respond to support tickets, conduct testing, walk customers through troubleshooting, and answer questions. IT and software knowledge is often required for this role. As the already-mentioned report by Fond.co suggests, remote teams only stay productive if they feel their connection with coworkers.

what is remote customer service

Show them the bigger picture, and why they are an integral part of the operation of the company. Not only do you need to set broad expectations, but also consider setting individual expectations. Employees want to feel appreciated, and giving them individual attention with their own set of goals is a great way to make them feel valued. While hiring the right people is a great first step to this, you still need to make sure everyone is on the same page. From the start, you have to be clear with what you expect of your employees.

Customer Support

As you probably already know, people work at different paces and in different ways. While yes, it is important to manage the expectations of your team, it is also important to focus on your overall team goals. Regular one on ones are also a great place for you to provide each agent with some individualized feedback. If you use tools like call whisper, barging, or recording, you can give some examples and use cases of things they’re doing well, and some tips on areas they can improve. As mentioned before, communicating with your team daily is key. Sure, you probably have a group chat or group email thread going where you can reach out to everyone at once, but holding one on one meetings with your team reminds them that you care. When you hire people who align with your companies values and goals, they will do their best to help the company grow.

  • In this role, you’ll work roughly 40 hours a week and have unlimited vacation days.
  • While56% of businesses believe that remote working improves productivity.
  • As you hire a new employee, you have to introduce them to the new environment, explain your company culture and routines, engage in training.
  • The time is right for landing remote customer service jobs that let you work from home, says these five reasons.
  • One of the reasons AAA has some of the best remote customer service jobs is because many of them come with benefits.

Look for one or both of these characteristics when hiring for a remote customer service job. Ultimately, companies are looking for someone who can serve as a committed customer advocate. Your character and willingness to learn are the most important factors in your ability to thrive in a home-based customer service job. Hiring managers are always looking for critical thinking skills, communication abilities, empathy, and a genuine interest in the customer. Whether you can leverage these connections or not, take the time to explore job boards created specifically for remote work or support roles. These online resources give you a sense of the wide breadth of hiring companies.

Focus On Your Teams Goals, Not Busy Work

So, make sure you’re always getting your point across clearly and leaving no room for misinterpretation. Working from home calls for proper remote work practices, as it can be challenging to stay self-motivated to work alone. However, if you are interested or need to do so, it can be the perfect decision to match your lifestyle. And, if you’ve got a knack for communication and problem-solving, that remote job might just fall under customer service.

what is remote customer service

When working in customer support, you could receive hundreds of inquiries a day, through chat, social, or phone calls. It’s up to managers to keep reinforcing how discipline makes or breaks people. Remote customer service is a very important aspect of business and measures should be implemented to make sure that it will be handled properly. Fortunately, we are now at an age when tools and services are already available to make remote customer service more efficient.

Share Information Through A Knowledge Base

More companies are allowing employees to work from home, or hiring workers from all around the world to work on the same team via the internet. Customer service schedulers can work remotely to schedule meetings, appointments, travel, interviews, and more. The role may also include rescheduling and confirming appointments with customers.

You may be surprised by the sheer number of positions there are for remote employees. However, before diving Python in headfirst, you may wonder if you have what it takes to handle a remote customer service position.

what is remote customer service

If all your friends could drive and you couldn’t, driving seemed like the most important thing in the world. But when you finally learn to drive, it suddenly seems like the most mundane thing – why did you spend so much energy thinking about it? Driving is just one example, and for you, it might be something else entirely. Remote Europe provides the best remote jobs, articles, events and co-working spaces for Europe mainland . When you join Afni, we’ll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you’re like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals.

Only Gladly Makes Customer Service Radically Personal

Another useful tool to use to respond to customers is live chat. While email is an instant and easy way to communicate, it’s not an ideal platform for managing projects when working with a remote team. It might be the first time that many employeeshave had to work from home, which can bring its own set of challenges. This may seem obvious, but working from home means you don’t have access to your company’s top-notch WiFi.

Of course, you can check the recording after the call is made, yet it slows down the process. With the possibility to hire customer representatives in different time zones, you solve the issue with unpopular shifts.

What Exactly Does A Customer Service Rep Do?

You’ll need to invest in a strong network to ensure that you don’t get cut out of customer interactions. In customer service, speed and efficiency is everything, and the last thing you want is for a slow Internet connection to leave a customer hanging. If you’re not already using Slack or front-end Teams, you should be. Find easy tools that allow your team to interact with each other more easily. Don’t think you can roam around the house and stay focused or be productive. It doesn’t have to be a whole room, it could be a small section in your kitchen or a corner of your bedroom.

  • During the application process, there are some tactical ways to boost your chances of being selected for an interview.
  • There is a fee to use the site, but they gather results for you, email you jobs that fit your profile, and you can pay for as little as a week at a time.
  • Besides all the benefits it can offer your business, having a remote customer service strategy is just plain convenient.
  • They form a close partnership with their customers, following up regularly to ensure they constantly gain value.
  • Whether it be extreme weather conditions, natural disasters or COVID-19, the world we live in can be quite unpredictable.

If you’re working as a remote customer service agent, you will have to be on top of answering calls in a timely manner. Running a successful remote customer support team, or any remote team for that matter, all starts with hiring the right people. But what are some steps you can take to ensure your remote support team is being as productive as they can be? We will go over some best practices to ensure that your remote customer support team succeeds. You should use templated customer service interview questions because it allow you to compare every candidate in an apples-to-apples way. When candidates answer the same questions, you can then compare how they responded and make an informed decision that has less hiring bias. Customer service interview question templates are also great if you have team members who are not used to the interview process because it provides them with a roadmap to follow.

Bilingual Customer Service Representative

But hiring remotely gives companies hundreds of agents, with very little wait time, no matter when they need assistance. Tools like live chat software enable you to track agent activity, the number of incoming requests, how many issues have been resolved, and even monitor the conversation flow in real-time. The right time-tracking tool allows you to see what your customer support agents are currently up to, and spot unprofitable work.

Be sure you really pull for your employees and their career growth. Do you think your manager really cared about your career growth and where you would be in 10 years? Sure, some may have, but there’s a good chance most of them could have https://remotemode.net/ cared less. Chances are, it was some low paying part-time job, maybe in the service industry. Take a step back a take a look at your overall teams accomplishments. If not, perform an internal audit and see where the issues may lie.

If you’re new to the remote gig hunt, stick to job boards catering exclusively to remote work, such as We Work Remotely. You can work between classes or while you apply for that dream startup gig post-graduation. You can usually pick up shifts for days, nights, weekends, and holidays if you’re available. Customer service skills like multitasking, quick-thinking, conflict resolution, teamwork, and an overwhelming desire to help people find a positive solution. As technology creeps further into our daily activities, it will be harder to avoid times when the robots rebel and stop working.

  • The decision to give up an in-house customer support team comes especially tricky.
  • G2 has ranked Gladly among the Best Software Products for Highest Satisfaction, as selected by real customers.
  • Provides excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by geographic area and line.
  • Sure, it would hurt to lose your best employee, but you should take that as a compliment to your management.
  • For example, door closed does not mean “bang until open.” Setting the ground rules with those around you so they all know when you are on important calls or in meetings, is a must.

Walgreens has a call center where employees can work remotely and field inbound and outbound service calls. Customer success managers work to assist customers with product onboarding, account management, and campaign execution.

Thus, they take less sick leaves and find it easier to handle difficult customers. The recent stats from Fond.co shows that remote workers devote 1.4 days more every month to work-related tasks than their in-office colleagues. Yet, as it’s been receding, many managers start questioning if they should switch some departments to the remote mode. Get the best new remote jobs and remote work stories straight to your inbox. For full functionality of this page and to view all remote jobs, it’s necessary to enable JavaScript.