Customer Service Advisor

About us:

Our product started as a side project in 2015 and now has a few hundred paying customers, mostly in Alabama. Small accounting firms in Alabama use our engagement letter and e-signature tool, and most heard about us from a colleague. We started in 2015 and have grown to about 18 people. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The role:

The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Auburn and have been hiring remotely since 2020. This is a full-time remote role. We use an employer of record in Nepal, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Central time. You will need a reliable internet connection and a quiet place to work.

What you'll work on:

• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Explain bills and payment options and take payments over the phone
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately
• Escalate complaints that need a supervisor or another department

Requirements:

• 3+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Able to sit at a workstation and wear a headset for a full shift

Preferred qualifications:

• Chat support experience
• Experience handling escalations
• Zendesk, Five9 or Genesys experience

Why work with us:

Salary range: NPR 47,000 - NPR 56,000 per month

• Performance bonus
• 24 days paid time off
• Annual team retreat
• Wellness allowance
• Paid parental leave
• Home office setup budget

Applications are reviewed weekly.

Start: Immediately.

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