Contact Centre Advisor, Remote

Our counter staff know what most customers need before they ask. Founded in 1978, we now have 16 employees.

Northwest Wholesale is hiring for its operations team in Mumbai. Full-time and part-time shifts available. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 4 hours of overlap with US Central time. Communication happens mostly in Slack and short video calls.

Your responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Transfer calls to the right department with a warm handoff
• 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

What we're looking for:

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

Preferred:

• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work

Schedule: Four 10-hour shifts, rotating weekend day

Benefits:

Compensation: ₹10,50,000 - ₹12,00,000 per annum

• Annual salary review
• Company laptop
• Flexible hours
• Wellness allowance
• Annual learning budget
• 20 days paid time off

Start: Immediately.

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