Contact Centre Advisor

We process billions of card transactions a year for merchants, banks and software platforms. Founded in 1971, we now have 940 employees. Quarter-end is busy, and everyone helps with client review prep.

Position summary:

This is a newly created position. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. 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 AM to 4:00 PM UK time. Reliable internet and a power backup are a must.

Key responsibilities:

• Explain bills and payment options and take payments over the phone
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Escalate complaints that need a supervisor or another department

Qualifications:

• 2-4 years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time
• Must pass a background check
• Able to sit at a workstation and wear a headset for a full shift

Preferred qualifications:

• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)

What you get:

• Monthly payments via wire transfer or Wise
• Annual rate review
• Company laptop
• Monthly internet allowance

We will only contact shortlisted applicants.

Duration: 12 months. Start: Immediately.

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