Contact Centre Advisor

Corporate functions, including digital product and ad operations, are based in Helsinki. Founded in 1991, we now have 7,900 employees. Breaking news means staying late, and comp time makes up for it.

About the role:

The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. The company is based in Helsinki, Finland. Our team works from several countries. Employment is through our payroll partner in Japan. Salary is paid monthly in local currency. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Key responsibilities:

• Follow scripts and required disclosures on recorded lines
• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Transfer calls to the right department with a warm handoff
• Escalate complaints that need a supervisor or another department
• Notice repeat problems and report them to your team lead

What you need:

• 3-5 years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time

Preferred:

• Prior billing or insurance call centre work
• Experience handling escalations

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

Why work with us:

• Wellness allowance
• 20 days paid time off
• Flexible hours
• Performance bonus
• Paid sick days
• Monthly internet allowance

Candidates must be eligible to work in Japan.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Länsi Press Oyj.