Customer Service Adviser

Trellisbound employs 4,500 people across engineering hubs in London and three other locations, building ERP software for mid-market manufacturers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Most engineers work remotely and come into the office one week a quarter for planning.

Position summary:

Our team is growing and we are hiring a Customer Service Adviser. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a full-time remote role. We use an employer of record in Türkiye, so you get a proper employment contract, not a freelance agreement. Working hours overlap with UK business hours. You need a reliable internet connection and somewhere quiet to work.

What you'll be doing:

• Call customers back on open issues within the promised timeframe
• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Answer inbound calls, live chats and emails from a queue
• Transfer calls to the right department with a warm handoff

What you need:

• 3+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• Must pass a background check
• Clear speaking voice and good listening skills

Preferred qualifications:

• Bilingual English and Spanish (pay differential)
• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Prior billing or insurance call centre work

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

Salary range: TRY 76,000-TRY 96,000 per month

Pay and benefits:

• Health insurance through our employer-of-record partner
• Annual team retreat
• 24 days paid time off
• Annual salary review
• Wellness allowance
• Public holidays observed per your country

Applications are reviewed weekly.

Start: Within 30 days.

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