Customer Service Adviser

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Catastrophe teams deploy adjusters within days of a major storm. We started in 1989 and have grown to about 490 people.

The role

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in Sri Lanka. We have no office requirement. We talk mostly in Slack and hop on quick calls when something needs discussing.

Duties

• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately

What you need

• 2-4 years of customer service, retail, hospitality or call centre experience
• Able to sit at a workstation and wear a headset for a full shift
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred qualifications

• Prior billing or insurance call centre work
• Experience handling escalations

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

Why work with us

• Medical insurance for you and your family
• Company laptop
• Life insurance
• Internet allowance

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hill Insurance Agency (Pvt) Ltd.