Customer Service Advisor

The company:

Catastrophe teams deploy adjusters within days of a major storm. We started in 1990 and have grown to about 460 people. January renewals keep everyone busy for a few weeks.

The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Our standups are at 9:00 AM Pacific. You will need a stable internet connection and a backup power source (UPS or inverter).

Day to day:

• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Look up orders, accounts and shipping status in the CRM and order system
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Complete required training and quality coaching sessions

Qualifications:

• 2-4 years of customer service, retail, hospitality or call centre experience
• Able to sit at a workstation and wear a headset for a full shift
• Typing speed of at least 35 WPM
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Preferred:

• Knowledge of e-commerce order systems such as Shopify

Compensation and benefits:

Rate: PKR 100,000 - PKR 130,000 pcm

• Flexible hours
• Performance bonus
• Annual team retreat
• Public holidays observed per your country
• Monthly internet allowance
• Wellness allowance

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Green Valley Mutual Insurance.