Customer Service Advisor

About FM Insurance:

Personal lines make up about 70 percent of premium. We have been writing policies for the same farms and small businesses since 1960.

About the role:

The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in Faisalabad, but nobody is required to come in. A stable internet connection and a backup power option are required.

Key responsibilities:

• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Follow scripts and required disclosures on recorded lines

Who you are:

• 3-5 years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Clear speaking voice and good listening skills
• Must pass a background check

Schedule: Four 10-hour shifts, rotating weekend day

Benefits:

• Medical insurance
• Provident fund
• Paid leave
• Overtime pay
• Two bonuses a year

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at FM Insurance (Pvt.) Ltd..