Customer Care Representative

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. We started in 2003 and have grown to about 460 people.

The role

The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across Luxembourg. You get a company laptop and a headset before you start.

Main duties

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.

Required qualifications

• 3-5 years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Nice to have

• Experience handling escalations.
• Chat support experience.
• Prior billing or insurance call centre work.

Schedule: Four 10-hour shifts, rotating weekend day

Salary: €28,000 to €38,000 annually

Why work with us

• Pension scheme.
• 25 annual leave days.
• Home office allowance.
• Overtime allowance.

Let us know your current notice period and salary expectations.

Start: Within 30 days.

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