Customer Service Adviser

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Licensing (property and casualty, life and health) is paid for, with study time during work hours.

About the role

Celtic Benefits is hiring a Customer Service Adviser to work remotely from Pakistan. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. We are headquartered in Dublin and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Working hours overlap with UK business hours. You will write a lot of updates, so clear written English is important.

Day to day

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

Qualifications

• 3+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Nice to have

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.

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

PKR 140,000-PKR 175,000 pcm

Pay and benefits

• Annual learning budget.
• Two weeks of paid leave at year end.
• Annual team retreat.
• Paid parental leave.
• Wellness allowance.

The posting will close once we have a strong shortlist.

Start: Immediately.

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