Customer Service Adviser

About us:

Our designers write, storyboard, build and test their own courses.

What this job is:

Stagpeak Tutoring has an opening for a Customer Service Adviser. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within Sri Lanka. Please make sure you have dependable internet and backup power.

In your first few months you will:

• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.

Requirements:

• 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.
• Typing speed of at least 35 WPM.

Nice to have:

• Bilingual English and Spanish (pay differential)
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Why work with us:

• Medical insurance for you and your family.
• Paid leave.
• Company laptop.
• Internet allowance.
• EPF and ETF contributions.

Start: Immediately.

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