Contact Centre Advisor, Remote

We are creating this position because the workload has grown. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. We engage team members in India as full-time contractors. Most of our contractors have been with us for more than two years. Working hours overlap with UK business hours.

Main duties

• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone

What you'll need

• High school diploma or GED
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• Able to sit at a workstation and wear a headset for a full shift
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Bonus points

• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work

What we offer

₹10,50,000-₹12,50,000 per year

• Paid time off
• Monthly payments via wire transfer or Wise
• Long-term engagement

About us

Highland IT provides managed IT for offices of 10 to 200 users: help desk, patching, backups, Microsoft 365 and firewall management. After-hours on-call comes around every fourth week.

Please submit your CV in English.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Highland IT.