Contact Centre Advisor

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. Since 1992, the company has expanded from listings into payments, shipping and seller financing.

The role

Capstanline HQ is hiring a Contact Centre Advisor to work remotely from Nepal. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We hire in Nepal through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. You will need at least 3 hours of overlap with US Pacific time.

In this role you will

• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Explain bills and payment options and take payments over the phone
• Complete required training and quality coaching sessions

Qualifications

• 3+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Must pass a background check
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)

Preferred

• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience

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

Why work with us

• Health insurance through our employer-of-record partner
• Paid parental leave
• 24 days paid time off
• Home office setup budget
• Annual salary review

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Capstanline HQ.