Contact Centre Advisor

Large incident response engagements can involve 20 or more responders working in shifts for weeks. We operate security operations centres on three continents, so alerts are triaged by analysts on day shift wherever they arrive. Founded in 2015, we now have 290 employees.

The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in India. We have no office requirement. You will write a lot of updates, so clear written English is important.

Responsibilities:

• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes

About you:

• 2-4 years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift
• High school diploma or GED
• Reliable attendance. Schedule adherence is tracked

Nice to have:

• Prior billing or insurance call centre work
• Bilingual English and Spanish (pay differential)
• Chat support experience

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

What you get:

Salary range: ₹3,00,000 - ₹3,50,000 per annum

• Health insurance for you and your family
• Provident fund
• Paid leave
• Internet reimbursement
• Accommodation provided
• Group term life insurance

Please mention your notice period and expected salary.

We may close the role early, so do not wait too long to apply.

Start: Immediately.

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