Customer Service Adviser

Institutional clients include pension funds, endowments and insurance companies. FA Payments manages assets for more than 200,000 clients through 120 offices.

Position summary:

The role is new and comes from growth in our client base. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. Remote within India. The team meets in Jaipur once a quarter, travel covered. Please make sure you have dependable internet and backup power.

In this role you will:

• Follow scripts and required disclosures on recorded lines.
• Call customers back on open issues within the promised timeframe.
• Complete required training and quality coaching sessions.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.

Required qualifications:

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

Preferred:

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

Schedule: Four 10-hour shifts, rotating weekend day

Benefits:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Overtime pay.
• Meal coupons.
• Internet reimbursement.

This posting may close early if we receive enough applications.

We review applications as they come in.

Start: Within 30 days.

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