Contact Centre Advisor

About TH IT:

TH IT is a small IT shop: the owner, four technicians and a part-time office manager. Founded in 1997, we now have 16 employees.

The role:

Our team is growing and we are hiring a Contact Centre Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a long-term contractor role, paid monthly in USD. You will need at least 3 hours of overlap with US Pacific time.

Main duties:

• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Follow scripts and required disclosures on recorded lines
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Process returns, exchanges, refunds and address changes
• Update customer records accurately

You'll need:

• 3+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay and benefits:

• Long-term engagement
• Monthly internet allowance
• Monthly payments via wire transfer or Wise

Duration: 9 months. Start: Immediately.

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