Customer Service Advisor

Regional offices in Lausanne and five other cities support agents and policyholders.

Overview

Cypresshurst Mutual is looking for a Customer Service Advisor to join a small, steady team. 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. We are headquartered in Lausanne and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in Peru, with a local contract and salary paid in local currency. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Job duties

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Look up orders, accounts and shipping status in the CRM and order system.

Qualifications

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

Bonus points

• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Chat support experience.

Pay and benefits

Salary range: PEN 6,100-PEN 7,600 per month

• Annual salary review.
• Company laptop.
• Paid parental leave.
• Home office setup budget.
• Co-working space stipend.
• Health insurance through our employer-of-record partner.

We review applications as they come in.

Start: Immediately.

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