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Hire a Customer Service Representative.

Orders, billing and account questions, resolved.

Also called: Virtual CSR, Customer Support Agent, Customer Care Agent

From £3.50 an hour£3.50-17/hr

  • E-commerce
  • SaaS & tech
  • Energy & utilities
Book a demoTalk now on Teams

A free 15-minute call on Teams.

  • Works your hours
  • Nigeria hub, on London time or an hour ahead
  • Month to month
What your Customer Service Representative gets doneSample day
  • Answers inbound calls within the queue's service levelInbound contact handling
  • Looks up orders in Shopify or your adminOrder, billing and account resolution
  • Escalates complaints, chargeback threats, legal threatsEscalation and compliance
  • Tags, categorises and writes internal notes on every interactionDocumentation and qualityDoing
In your tools
  • Zendesk
  • Help Scout
  • Intercom
  • LiveChat
  • Salesforce Service Cloud
  • HubSpot Service Hub

Pick the level. See the price.

£7an hourFull time, 38 hours a week, all-in

Level 2 of 4, also called mid-level.Recommended
A local mid-level admin£16/hr
A tested Intermediate Customer Service Representative£7/hr
At least 56% lessBasis: a Seat's hourly price against the hourly wage of a comparable local hire at the same level. Employer National Insurance, pension and on-costs would add to the local cost.Local pay at the same level, before on-costs and leave.

Owns a full queue for a shift across two or more channels and processes refunds and replacements.

  • Full shift queue ownership within SLA
  • Draft macros for new or changed contact reasons
  • Accurate contact-reason tagging that feeds the weekly report

1-3 years in a helpdesk or contact centre, using at least one major helpdesk platform.

How the Intermediate level works

Per hour, all-in: recruiting, testing and management. Prices exclude VAT.

What you hand to your Customer Service Representative

Tasks

  • Inbound contact handling

    • Answers inbound calls within the queue's service level
    • Works the email and ticket queue in Zendesk, Gorgias
    • Handles 2-4 live chats at once in Intercom, LiveChat or Gorgias Chat
    • Replies to social DMs and public comments

  • Order, billing and account resolution

    • Looks up orders in Shopify or your admin
    • Processes refunds, returns, exchanges and store credit
    • Updates account, plan and billing details in the CRM or billing system

  • Escalation and compliance

    • Escalates complaints, chargeback threats, legal threats
    • Identifies customers in hardship or vulnerable circumstances
    • Protects customer data

  • Documentation and quality

    • Tags, categorises and writes internal notes on every interaction
    • Uses macros and saved replies correctly
    • Logs product defects, website bugs and recurring complaints

  • Reporting and improvement

    • Posts an end-of-shift handover note in Slack
    • Contributes to the weekly contact-reason report
    • For bilingual seats, handles Spanish or French queues

Tested before you meet them

  1. Written English and Customer Email TestAll levels25 min
  2. Voice and Listening ScreenAll levels15 min
  3. Helpdesk Ticket SprintAll levels45 min
  4. Concurrent Chat and Typing SimulationAll levels20 min
  5. Escalated Customer Role-playAll levels20 min
  6. Second-Language Proficiency (bilingual seats)All levels30 min

One score on every profileSample shown

84%

Three checks before your shortlist

  • Skills tested: A skills test for the role, marked by a senior
  • English and comms: written English tested, spoken English checked on a call
  • ID, work history and references: photo ID, past roles and two referees

From booked call to day one

  1. Step 1: Book a demo

    Tell us the role, your hours and your tools.

  2. Step 2: Meet your shortlist

    Their level and hourly price, tested before you meet.

  3. Step 3: Pick your person

    Month to month. We handle the contract, the equipment and the onboarding, and make sure it all runs.

  4. Step 4: They start work

    In your tools, within 12 to 48 hours of a successful interview.

Questions answered

An Intern Customer Service Representative is £3.50 an hour, Intermediate £7, Expert £10.50 and Specialist £17, full time (38 hours a week). That is all-in: recruiting, testing and management, month to month. Prices exclude VAT.

Inbound contact handling, order, billing and account resolution, escalation and compliance and documentation and quality, run to your priorities. You choose what they own first.

Six practical tests, marked by a senior, including written English and Customer Email Test, voice and Listening Screen and helpdesk Ticket Sprint. You see the score before you meet.

Tell us and we replace them free, with a new shortlist of tested people to meet. Seats are month to month with 30 days' notice.

More questions

Within 12 to 48 hours of a successful interview. First you meet your shortlist, interview the people you like and pick your person.

Yes. Your Customer Service Representative works your business hours in your time zone and joins your Teams or Slack like anyone else. The hub matched to United Kingdom clients is in Nigeria, on London time or an hour ahead.

Yes, where it helps. Your Customer Service Representative works in the AI tools you already use. They use AI for first drafts and routine work, check every output, and follow your AI policy. You can ask for no AI on any task.

An Intermediate Customer Service Representative owns a full queue for a shift across two or more channels and processes refunds and replacements. An Expert Customer Service Representative takes Tier 2 escalations, formal complaints, chargeback disputes, public social complaints. We usually recommend Intermediate.

It stays under your rules: your admin settings and AI policy apply. Our talent rules ban client data in personal or free AI accounts, and passwords, card numbers, health details and ID numbers never go into any AI tool.

You direct the work day to day. We handle recruiting, equipment and quality checks.

Yes. Every Customer Service Representative is tested live in the tools on your job description, such as Zendesk and Gorgias, before you meet them.

In week one: helpdesk agent seat with the correct groups and views, phone system login; product and brand crash course; and confirms working hours, shift handover format and named escalation contacts. You agree the first priorities with them on day one.

Yes. It's also called Virtual CSR, Customer Support Agent and Customer Care Agent. Same tasks, tests and prices, whatever the name.

Their written English, with a scored test, and their spoken English, on a call with us. We also check their ID, work history and references.

Yes. You meet your shortlist on a short call and pick the person you want. Nobody joins without your yes.

In our talent hubs in the Philippines, Vietnam, Kenya, Nigeria, Brazil and Colombia, and we hire from 60+ countries. Wherever they are, they work your hours.

Pay only for the hours they work. All your Seats are on one bill, and Studio plans are billed monthly.

It can, at most once a year. Your person's hourly rate may rise by up to 5% a year, from the first anniversary of the Seat's start, with 60 days' notice and the right to end the Seat before it applies.

Only when you and your person both agree to it in advance. Otherwise they work the hours you set, and you pay for the hours they log.

You aren't charged for hours your person doesn't work, apart from paid leave. After their third month, your person earns 8 hours of paid leave a month. Paid leave hours are charged at their usual rate.

Your person logs their hours each day in the Get Hands client app, where you can see them. Your next invoice is adjusted to those hours.

Yes, with no minimum hours. From 20 to 37 hours a week, the hourly rate is 10% higher than full-time. Under 20 hours, it's 20% higher.

Yes. Tell us the roles on a call and we shortlist tested people for each.

Yes. You give them access in your own systems, and you can change or remove it at any time.

They get their own login in each of your systems, never a shared one. Any password that has to be shared goes through your own password manager, never email, chat, code or prompts.

A tested shortlist within 72 hours of your call, or your first week is free. That's part of The Right Hands Guarantee.

Yes. Call us on +61 3 4421 6491, or choose Talk now on the booking form for a Microsoft Teams link straight away, any time.

Book a 15-minute demo on Microsoft Teams, any time, day or night. We show you the people, levels and prices that fit. No obligation.

Meet the people who fit your work.

A 15‑minute call on Teams. You leave knowing the level you need and its hourly price.

Book a demoTalk now on Teams

Talk now is live on Teams, any time.