Customer Service Advisor

We process billions of card transactions a year for merchants, banks and software platforms. Institutional clients include pension funds, endowments and insurance companies. Founded in 1937, we now have 680 employees. The office closes early the day before major holidays.

About the role:

The previous person in this role moved to another team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The company is based in New York City, the US. Our team works from several countries. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Core hours are 9:00 AM to 1:00 PM US Eastern.

In this role you will:

• Explain bills and payment options and take payments over the phone
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines

Required qualifications:

• 2+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Able to sit at a workstation and wear a headset for a full shift
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• High school diploma or GED

Preferred:

• Prior billing or insurance call centre work
• Experience handling escalations
• Chat support experience
• Bilingual English and Spanish (pay differential)

Compensation: PKR 155,000-PKR 185,000 pcm

Why work with us:

• Paid parental leave
• Company laptop
• Annual salary review
• Flexible hours
• Home office setup budget
• Wellness allowance

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gilchrist Investment Partners LLC.