Customer Service Adviser

Over 580 employees work across sales, engineering, consulting and the SOC. We operate security operations centres on three continents, so alerts are triaged by analysts on day shift wherever they arrive.

About the role

Our team is growing and we are hiring a Customer Service Adviser. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Chennai, but nobody is required to come in. A stable internet connection and a backup power option are required.

Essential duties and responsibilities

• 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
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Document every interaction in Zendesk or Salesforce Service Cloud

Minimum qualifications

• 3+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Nice to have

• Chat support experience
• Prior billing or insurance call centre work
• Experience handling escalations

Compensation and benefits

• Health insurance for you and your family
• Provident fund
• Paid leave

We will only contact shortlisted applicants.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mallardway Pvt Ltd.