Customer Service & Phone Support Virtual Assistant

Job description

About this role

We are looking for a Customer Service & Phone Support Virtual Assistant to support a UK-based bus transportation business serving customers for day trips, holidays, school transportation, and related services. The VA will be responsible for answering incoming calls, following up with customers regarding quotes, communicating pricing provided by the client, documenting customer inquiries, and ensuring timely follow-up. This role is ideal for someone with excellent spoken English, strong customer service skills, and confidence handling phone-based interactions.

Responsibilities

• Answer incoming customer calls professionally and courteously.
• Respond to customer inquiries regarding bus transportation services.
• Follow up with customers who have requested quotes.
• Communicate pricing to customers based on pricing provided by the client.
• Take accurate notes regarding customer questions, requests, and concerns.
• Follow up with customers who return calls or respond via email.
• Leave clear and professional voicemails when customers cannot be reached.
• Escalate questions or situations that require the client's input.
• Follow the client's instructions and guidance when communicating with customers.
• Maintain organized records of customer interactions and follow-ups.
• Provide excellent customer service throughout the inquiry and booking process.
• Assist with additional administrative or customer service tasks as the business grows.
• Secondary Tasks: Social Media Posting & Uploading
• Upload and post approved content on social media platforms.
• Add captions, hashtags, links, and other required details.
• Schedule posts based on the provided content calendar.
• Ensure posts are accurate, properly formatted, and aligned with brand guidelines.
• Handle other basic social media posting tasks as assigned.

Qualifications and requirements

• Previous experience in customer service, phone support, appointment setting, sales support, or a similar role.
• Excellent spoken and written English.
• Clear, professional, and confident phone communication.
• Comfortable speaking with customers and handling questions professionally.
• Strong listening and communication skills.
• Ability to accurately document customer information and follow-up requirements.
• Reliable and dependable attendance.
• Strong attention to detail and organization.
• Ability to follow established instructions and processes.
• Comfortable working independently while knowing when to escalate issues.
• Experience working with a UK-based company or UK customers.
• Experience in transportation, travel, tourism, hospitality, or another customer-facing industry.
• Previous experience handling a high volume of inbound and outbound calls.
• Familiarity with 3CX or similar VoIP/phone systems.
• Experience with call recording and call-monitoring systems.
• Experience handling quotes, bookings, or sales inquiries.
• Reliable high-speed internet connection.
• Backup internet connection is preferred.