Contact Centre Advisor

Hemlockgate manages assets for more than 200,000 clients through 120 offices. Institutional clients include pension funds, endowments and insurance companies.

Job summary:

Hemlockgate 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 is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We engage team members in India as full-time contractors. Most of our contractors have been with us for more than two years. Core hours are 10:00 to 15:00 CET. You will need a stable internet connection and a backup power source (UPS or inverter).

Responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe
• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately

What you need:

• 3-5 years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check

Nice to have:

• Zendesk, Five9 or Genesys experience
• Experience handling escalations
• Prior billing or insurance call centre work

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What you get:

• Flexible hours
• Company laptop
• Paid time off

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hemlockgate S.r.l..