Contact Centre Advisor

WHO WE ARE

Nelson Strategies is a boutique firm of 27 consultants, most with 15 or more years in industry. Travel is regional, usually driving distance, and rarely more than two nights a week.

THE POSITION

Nelson Strategies is looking for a Contact Centre Advisor to join a small, steady team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. We are headquartered in Nashville and have been hiring remotely since 2020. This is a long-term contractor role, paid monthly in USD. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. A stable internet connection and a backup power option are required.

MAIN DUTIES

• Call customers back on open issues within the promised timeframe.
• Process returns, exchanges, refunds and address changes.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Escalate complaints that need a supervisor or another department.

QUALIFICATIONS

• 2-4 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.

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

WHAT YOU GET

Rate: $5.00 - $6.00 per hour

• Annual rate review.
• Paid time off.
• Monthly payments via wire transfer or Wise.
• Paid in USD.

Candidates must be eligible to work in India.

Duration: 6 months. Start: Within 30 days.

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