We are GovAssist
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 and passport 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.
Join our remote support team and use your two-plus years of multichannel experience to deliver service that shines.
What You’ll Do
- Handle high‑volume inquiries of ticketed emails and live‑chat sessions, and outbound calls 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: recognise 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.
- And any other equipment needed to ensure uninterrupted work, such as backup internet and an inverter charger system.
What Makes You a Great Fit
- 2+ years of phone, email, and chat support in a high‑volume environment.
- Fluent, confident English and Spanish, 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 pay starting at $6 USD per hour.
- Fully remote with scheduled breaks and paid training.
- Performance bonuses, growth pathways to senior support or team‑lead roles.
If you’re ready to make a real impact and grow with a team that values great service, we’d love to meet you. Apply now and let’s talk!
