Customer Service Adviser

Midland Computer Services is a managed services provider with 510 employees, supporting more than 1,500 client organisations across the UK. Headquartered in London, the company has grown since 2007 by acquiring regional IT providers.

Overview:

Looking for a Customer Service Adviser who wants to stay somewhere for a while. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our team is spread across 8 countries. Headquarters is in London. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need to be available during UK office hours, at least until 3:00 PM GMT.

What you'll do:

• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Escalate complaints that need a supervisor or another department.

Minimum qualifications:

• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Nice to have:

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)
• Chat support experience.

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

• Annual learning budget.
• Annual salary review.
• Two weeks of paid leave at year end.
• Health insurance through our employer-of-record partner.
• Company laptop.
• Annual team retreat.

Please mention your notice period and expected salary.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Midland Computer Services.