Call Center Representative

The product is a mobile app plus a React web dashboard, with a Python and PostgreSQL backend on AWS. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The role

Parcelcast Labs is hiring for its Billing team in New York City. Full-time and part-time shifts available. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our team is spread across 6 countries. Headquarters is in Dubai. We hire in the US through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Working hours follow Gulf time, Monday to Friday. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll be doing

• Escalate complaints that need a supervisor or another department.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.
• Transfer calls to the right department with a warm handoff.

Who you are

• Typing speed of at least 35 WPM.
• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.

Nice to have

• Zendesk, Five9 or Genesys experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

What you get

Starting pay: $20.50 - $25.00 per hour, depending on experience and certifications.

• Annual learning budget.
• Paid sick days.
• Paid parental leave.
• Wellness allowance.
• Home office setup budget.
• Two weeks of paid leave at year end.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Parcelcast Labs LLC.