Customer Care Representative

ABOUT THE COMPANY:

Government clients use us for program management, grant administration and audits.

THE ROLE:

Our team is growing and we are hiring a Customer Care Representative. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This role is fully remote within the UAE. We use Slack, Notion and Google Meet. Cameras on for team calls.

JOB DUTIES:

• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.

ABOUT YOU:

• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

PREFERRED QUALIFICATIONS:

• Chat support experience.
• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

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

WHAT YOU GET:

• Medical insurance.
• 30 days annual leave.
• Annual flight ticket.
• Accommodation provided.
• Visa provided.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Fernandes Consultants LLC.