Contact Centre Advisor

Customers order through counter sales, outside reps and our online portal. Vendor-managed inventory programs keep shelves stocked at customer sites. We started in 1994 and have grown to about 60 people. Most branch managers started on the counter or in the warehouse.

We are creating this position because the workload has grown. The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Our headquarters is in Basel, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Sri Lanka, so you get a proper employment contract, not a freelance agreement. Working hours overlap with Central European Time.

Key responsibilities

• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Process returns, exchanges, refunds and address changes.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.

Who you are

• 2-4 years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• Reliable attendance. Schedule adherence is tracked.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Why work with us

LKR 120,000-LKR 160,000 per month

• Wellness allowance.
• Performance bonus.
• Public holidays observed per your country.
• Co-working space stipend.
• 20 days paid time off.

We review applications as they come in.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Fachgeschäft Bachmann GmbH.