Contact Centre Advisor

We employ 3,600 people in stores, distribution centres and our support office. Private label products make up about a third of sales.

Position summary:

This role opened up after a team member moved internally. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our headquarters is in Charlotte, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. You will need at least 4 hours of overlap with US Eastern time.

Essential duties and responsibilities:

• Answer inbound calls, live chats and emails from a queue
• Explain bills and payment options and take payments over the phone
• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system
• Transfer calls to the right department with a warm handoff
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud

Qualifications:

• 3-5 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

What you get:

• Long-term engagement
• Monthly payments via wire transfer or Wise

Candidates must be eligible to work in Pakistan.

Duration: 6 months. Start: Immediately.

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