Customer Service Adviser

Content moderation runs around the clock, with reviewers in multiple time zones and languages. We started in 2012 and have grown to about 240 people. Core hours are 10 to 3, and the rest of the day is flexible.

Overview:

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across the UK.

What you'll be doing:

• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.

Required qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.

Preferred qualifications:

• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call centre work.
• Chat support experience.

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

Rate: £16.00 - £17.50 per hour

Benefits:

• Healthcare cash plan.
• Company pension.
• 33 days holiday including bank holidays.
• Life assurance (4x salary)
• Overtime at time and a half.
• 28 days annual leave including bank holidays.

This role is subject to a basic DBS check.

Start: Within 30 days.

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