Customer Service Adviser

About us:

Everyone here is salaried. Nobody is paid on product sales. Planning is done in RightCapital and portfolios are managed in Orion. Compliance reviews outgoing client email, so expect to write carefully.

The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. We engage team members in Kenya as full-time contractors. Most of our contractors have been with us for more than two years. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Key responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue

Skills and experience:

• 3+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked

Nice to have:

• Zendesk, Five9 or Genesys experience
• Experience handling escalations

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

Benefits:

• Paid in USD
• Annual rate review
• Paid time off
• Long-term engagement

We look at every application, usually within a week.

Candidates must be eligible to work in Kenya.

Duration: 6 months. Start: Flexible.

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