Contact Centre Advisor

We know our clients well, often three generations of the same family. We have been family run since 1990. Compliance reviews outgoing client email, so expect to write carefully.

Job summary:

This is a new role. The team has doubled in size over the past year. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Oklahoma City and have been hiring remotely since 2020. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Duties:

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Explain bills and payment options and take payments over the phone.
• Update customer records accurately.

Skills and experience:

• 3-5 years of customer service, retail, hospitality or call centre experience.
• High school diploma or GED.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Benefits:

Salary range: ₹5,00,000 to ₹6,00,000 per year

• Annual learning budget.
• Performance bonus.
• Company laptop.
• Health insurance through our employer-of-record partner.
• Monthly internet allowance.

Let us know your current notice period and salary expectations.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Torres Planning Group.