Contact Centre Advisor

Headquartered in Melbourne since 2012, the company now sells in 40 countries and supports customers in 11 languages. Southern Cross Systems employs 840 people across engineering hubs in Melbourne and three other locations, building ERP software for mid-market manufacturers. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

Position summary:

Southern Cross Systems is hiring a Contact Centre Advisor to work remotely from Bangladesh. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our team is spread across 12 countries. Headquarters is in Melbourne. Employment is through our payroll partner in Bangladesh. Salary is paid monthly in taka. Core hours overlap with Sydney business hours until mid-afternoon.

Key responsibilities:

• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.

Qualifications:

• 2+ years of customer service, retail, hospitality or call centre experience.
• 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.

Preferred qualifications:

• Prior billing or insurance call centre work.
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.
• Knowledge of e-commerce order systems such as Shopify.

Perks and benefits:

• Annual team retreat.
• Monthly internet allowance.
• 24 days paid time off.
• Annual learning budget.
• Home office setup budget.
• Paid sick days.

Candidates must be eligible to work in Bangladesh.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Southern Cross Systems.