Customer Service Adviser

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts.

Role overview

We are creating this position because the workload has grown. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. This role is fully remote within Nepal. Reliable internet and a power backup are a must.

In this role you will

• Look up orders, accounts and shipping status in the CRM and order system.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.

What we're looking for

• 2+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Nice to have

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

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

What you get

Salary: NPR 30,000 - NPR 38,000 a month

• Medical insurance.
• Paid leave.
• Social Security Fund contribution.
• Dashain bonus.

Candidates must be eligible to work in Nepal.

Include your expected salary and earliest start date with your application.

Start: Immediately.

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