How We Help / Customer Experience
Hire a customer service representative.
Prompt, professional answers to the questions, complaints and feedback that arrive whether or not your team has capacity today.
Trusted by leaders across various organizations
What this role does
The work a customer service representative
A starting scope, not a limit. The brief is written around your business before anyone is sourced.
First response
Answering general enquiries, complaints and feedback promptly and in your tone of voice.
Email and live chat
Working the support queue across the channels you use, rather than only the one that shouts loudest.
Case notes and history
Logging what happened so the next person picking up the conversation is not starting from nothing.
Resolution and follow-up
Closing the loop on what was promised, including the follow-up nobody remembers to send.
Escalation
Knowing what to handle and what to pass on, so your specialists see only what genuinely needs them.
Patterns and reporting
Flagging the questions that keep coming back, which is usually where a product or process fix is hiding.
Who it is for
When this role is
If one of these sounds like your week, this is usually the role to start with.
Response times are slipping
Customers wait because support is the thing that gets done after everything else.
Your team is interrupted
Skilled people lose the day to questions that a trained support person could answer better.
Volume is unpredictable
Promotions and launches triple the queue, and local hiring cannot flex that fast.
How it works
From brief to
The same sequence for every role we fill. What changes is the depth of the brief and the size of the shortlist.
Tell us the role
We start with the work itself: the tasks, the hours, the tools and what a good first 90 days looks like. Nothing gets sourced until that brief is agreed.
We recruit and screen against it
We recruit into your brief rather than sending whoever is free, then screen for skills, communication and real-world judgement. Placements average 14 days.
You interview, we onboard
You meet the shortlist and choose. We handle onboarding so the first day is a working day, and your account manager stays with the engagement.
Why Offsite Virtual Pro
Why clients hire this role
A marketplace hands you a search box. Recruiting it yourself hands you a project. We take on the hiring and stay responsible for how it goes.
Screened before you meet anyone
Skills, written and spoken English and how a candidate handles the kind of work you described. Background checks and personality profiling sit behind the shortlist.
A replacement policy, not an apology
If a placement is not working, we replace them at no extra cost and your account manager runs the handover so the work keeps moving.
A dedicated account manager
One person who knows your business, watches quality and is accountable for the engagement, rather than a ticket queue.
Ten days’ notice, either way
Plans are month to month. Pause or cancel with 10 days’ notice, so the commitment matches how the work actually moves.
Questions
Before you
The questions clients ask most about this role, then the ones they ask about working with us.
Can they work our support tooling?
Yes. Your helpdesk or inbox tooling goes into the brief and is covered during onboarding.
Will they follow our tone of voice?
Yes, given examples and a short guide. That is part of what onboarding is for.
Can they cover evenings or weekends?
We match for your time zone and hours. Raise the pattern you need on the call.
How do I communicate with my assistant?
Through the OVP Workspace, built on Zoho: a secure platform for messaging, task management, file sharing and screen recording with your assistant and our team.
Can I choose the person I work with?
Yes. We give you a shortlist of qualified candidates based on your needs. You interview them and choose the one who fits best.
What if it is not working out?
Tell your account manager. We will work with you to fix the issue or provide a replacement at no extra cost.
How do you handle data privacy and security?
We use secure communication platforms, every assistant signs a non-disclosure agreement, and all assistants are trained on data confidentiality.
Can I pause or cancel?
Yes. Plans are flexible. Pause or cancel with a 10-day notice.
Pricing
Two ways to run it.
Part-time or full-time, one monthly price, month to month.
Part-Time
80 hours a month-
One dedicated professional
-
Free replacement
-
Dedicated account manager
-
OVP Workspace access
-
Quality control and supervision
-
Pause or cancel on 10 days’ notice
Full-Time
160 hours a month-
One dedicated professional
-
Free replacement
-
Dedicated account manager
-
OVP Workspace access
-
Hours that suit your schedule
-
Pause or cancel on 10 days’ notice
[Pricing for this role is not published yet – Jason to confirm both tiers] Prices are an average and can vary by candidate, depending on experience and the scope of the brief.
[Careers link – Jason to confirm] Looking to work as a Customer Service Representative rather than hire one? Apply for this role
Book a free consultation
Tell us the role.
Bring us the work you need covered and we will map the brief, the hours and what it costs to run.
Live chat available 9-5 EST