Contact Centre Advisor

Fieldstone Group is a management and technology consulting firm with 21,000 employees worldwide. Travel runs Monday through Thursday on most projects, with Fridays in the home office.

Overview

Fieldstone Group is hiring a Contact Centre Advisor to work remotely from India. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is fully remote within India. Reliable internet and a power backup are a must.

What you'll be doing

• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Look up orders, accounts and shipping status in the CRM and order system

Qualifications

• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Typing speed of at least 35 WPM

Nice to have

• Experience handling escalations
• Zendesk, Five9 or Genesys experience

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

Why work with us

• Health insurance for you and your family
• Provident fund
• Paid leave
• Meal coupons
• Accommodation provided
• Gratuity

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Within 30 days.

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