Contact Centre Advisor

Clients include Fortune 500 manufacturers, health systems and logistics companies. Applicants can apply, onboard and pick up shifts through our mobile app. Founded in 1995, we now have 530 employees.

Position summary:

HDN Workforce is hiring for its operations team in Dar es Salaam. Full-time and part-time shifts available. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 3 hours of overlap with US Pacific time.

What you'll be doing:

• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Follow scripts and required disclosures on recorded lines.

Required qualifications:

• 2-4 years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• High school diploma or GED.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.

Nice to have:

• Prior billing or insurance call centre work.
• Bilingual English and Spanish (pay differential)
• Chat support experience.
• Experience handling escalations.

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

Rate: $460 - $620/month

Perks and benefits:

• Paid time off.
• Company laptop.

We may close this posting early once we have enough applications.

Duration: 6 months. Start: Immediately.

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