Job Description: Remote Customer Support Agent

Job title: Remote Customer Support Agent Work Location: Remote | Work at home

Type of employment: Full-Time

Salary offered:

– Base salary for a Full-Time job (40 hours per week): $3,800 - $4,500 per month (depending on experience).

Work schedule: Monday to Friday, 9:00 AM – 5:00 PM (local time alignment required)

Why Work With Us?

Bona Group Inc. is a growing accounting and business advisory firm serving small to medium-sized businesses across Canada. We help our clients make better financial decisions through accurate reporting, clear analysis, and practical advice. We are looking for a Customer Support Agent who wants to work in a structured, professional environment where client satisfaction is the top priority. You'll work directly with our clients to answer questions, resolve issues, and ensure a positive experience with our services.

If you enjoy helping people, solving problems, and providing clear and helpful information, this is a great opportunity to grow your career in a supportive, client-focused team.

About Us!

Bona Group Inc. is a full-service tax and accounting firm located in Whitby, ON. Since our founding, we've specialized in helping small to medium-sized businesses solve their financial and operational challenges. Our mission is to provide affordable accounting and advisory services that reduce the administrative burden on business owners, allowing them to focus on their core strengths and business growth. We believe that by handling complex financial processes with a high level of accuracy and professionalism, we enable our clients to improve efficiency and focus on increasing profitability.

We have built a reputation for personal service and reliability in our industry. For each client, we aim to support financial stability and long-term success, helping them achieve or exceed industry performance benchmarks.

Our approach is based on three core principles:

Value

We tailor our services to each client's needs, ensuring they only receive what is necessary and relevant. This allows us to support sustainable growth while avoiding unnecessary costs.

Integrity

We are committed to delivering accurate, timely, and reliable financial information based on our experience and professional standards.

Trust

Trust is built through consistent delivery of value and integrity, leading to long-term relationships and client referrals.

Our team serves the accounting and tax needs of individuals and small to mid-sized businesses. We work closely with clients to understand their goals and provide customized support that helps improve efficiency and financial outcomes.

Our services include tax preparation and planning, bookkeeping, payroll, outsourced controller services, budgeting, cash flow forecasting, and financial reporting. We also provide consulting and support for accounting systems such as QuickBooks®.

We work with clients across a wide range of industries, including professional services, healthcare, construction, retail, hospitality, and other small business sectors.

Job Description:

We are looking for a friendly, professional, and reliable Remote Customer Support Agent to join our growing team. In this role, you will be the first point of contact for our clients, handling inquiries, resolving issues, and providing information about our services. Your primary focus will be on:

• Responding to client inquiries via phone, email, and messaging systems
• Providing accurate information about company services and processes
• Resolving client issues and complaints in a professional and timely manner
• Documenting all client interactions in internal systems
• Following up with clients to ensure satisfaction

You will work closely with our accounting, tax, and administrative teams to ensure that every client interaction is handled with care and efficiency. This role is ideal for someone who enjoys working with people, has strong communication skills, and wants to build a career in client service within a professional services firm.

Essential Duties:

• Respond promptly to incoming client inquiries via phone, email, and messaging systems
• Provide accurate information about company services, processes, and account status
• Resolve client issues and complaints in a professional and timely manner
• Document all client interactions in internal systems with accuracy and detail
• Follow up with clients to ensure resolution and satisfaction
• Identify and escalate complex issues to the appropriate internal department
• Coordinate client requests with accounting, tax, and operations teams
• Assist with appointment scheduling and client follow-ups
• Maintain up-to-date client records and documentation
• Monitor deadlines and ensure timely responses to client needs
• Track recurring client questions to help improve service processes
• Support administrative tasks related to client onboarding and document collection
• Follow company policies, procedures, and communication standards
• Maintain confidentiality of client information at all times
• Contribute to a positive and professional company image
• Identify opportunities to improve customer experience and internal workflows
• Participate in team meetings and training sessions

On a typical day, you'll:

• Log in to communication systems and review pending client inquiries
• Respond to emails and phone calls from clients seeking assistance
• Document all interactions and update client records
• Coordinate with internal teams to resolve client requests
• Follow up with clients to confirm resolution and satisfaction
• Participate in team check-ins and training sessions
• Identify recurring issues and suggest process improvements

Requirements:

• Previous experience in customer service, call center, or client support is strongly preferred
• Excellent written and verbal communication skills in English
• Strong problem-solving abilities and attention to detail
• Ability to work independently and stay organized in a remote environment
• Comfortable using digital communication tools (email, phone, messaging platforms)
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Professional, patient, and client-focused mindset
• Reliable internet connection and a dedicated home office space
• Legally eligible to work in Canada

Benefits:

• Extended medical and health coverage that includes medical, dental and vision.
• Career advancement opportunities.
• Work-at-Home Opportunity.
• Tuition reimbursement.
• Paid holidays and generous paid time off.

Compensation and bonuses:

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year. Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy. The compensation package is as follows:

The total compensation plan for full-time is made up of a monthly fee with monthly, quarterly and annual bonuses totalling approximately $45,000 - $56,000 per year depending on company targets achieved.

Work from home requirements:

• A dedicated, private home office space in your residence.

We will provide our remote employees with equipment essential to their duties, such as laptops, headsets and mobile phones (if applicable). We will install the VPN and software required by the company when the employees receive their equipment. The equipment we provide is owned by the company. The company retains control of the property and reserves the right to monitor company property, even when it is being used at your remote site. Employees must keep it safe and avoid misuse. Company provided equipment is to be used for business purposes only. The remote worker will sign an inventory of all company property received and agree to take appropriate steps to protect the items from damage or theft. In the event of termination of employment, all company property will be returned to the company unless other arrangements have been made.

OTHER INFORMATION:

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local law. REGARDING COVID-19: As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site and requesting masks to be worn.

HOW TO APPLY?

If you are interested in this position and meet the qualifications, please submit your application using the "Apply Now" button. We review every application carefully and will contact you if you are selected for the next steps.