Customer Service Representative / Dispatcher - Africa

Job Description

Customer Service Representative – Remote - (Residential Cleaning Franchise)

Company: (Residential Cleaning Franchise)
Schedule: Monday - Friday / U.S. Business Hours (PST;CST;EST)
Compensation: $1250 to 1,500 USD per month
Employment Type: Full-Time | Remote

Role Overview

We are looking for a motivated Customer Service Representative to support the daily operations of a Residential Cleaning Franchise.

In this role, you will be responsible for managing inbound customer inquiries, scheduling cleaning appointments, and supporting customer communication and retention efforts.

Key Responsibilities

1. Lead Capture & Booking

Answer inbound calls, website inquiries, and customer requests for cleaning services.

Collect and record key client information and service needs.

Convert incoming inquiries into scheduled cleaning appointments.

2. Scheduling & Reschedules

Schedule new cleaning appointments and recurring services.

Coordinate daily cleaning routes with available teams.

Handle rescheduling requests and manage calendar changes efficiently.

3. Customer Communication & Retention

Maintain clear and professional communication with customers.

Confirm appointments and send reminders when needed.

Support customer retention through follow-ups and service feedback.

4. Service Issue Intake & Escalation

Receive and document service issues or customer complaints.

Provide initial support and reassurance to customers.

Escalate service concerns to management when required.

5. CRM & Administrative Support

Maintain accurate customer records and appointment details in the CRM.

Update service logs, notes, and customer communication records.

Support general administrative tasks to keep operations organized.

Requirements

1. Customer Service Experience

Minimum 2 years of experience in customer service, client support, or service-based business environments.

2. Scheduling / Coordination Experience

At least 2 years of experience coordinating appointments, service schedules, or operational calendars.

3. Customer Communication Volume

At least 2 years of experience handling high volumes of inbound inquiries and follow-ups via phone, email, or messaging platforms.

4. CRM / Software Experience

Minimum 2 years of experience using CRM systems or scheduling tools to manage customer data and appointments.

5. Multitasking / Operational Coordination

Minimum 2 years of experience managing multiple service requests, appointments, or client interactions simultaneously.

Requirements

• Professional and quiet remote work setup (PC) with reliable high-speed internet.
• Strong Zoom presence and polished communication skills.
• Ability to balance client interactions with administrative responsibilities.
• Submission of an introductory video is required as part of the hiring process.