Customer Service Advisor - Remote

Customers walk in with questions and get answers at the teller line, not from a phone tree. We are a small community bank where the loan officer and the branch manager are often the same person.

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Goldcrest Trust Company is hiring for its operations team in Kampala. Full-time and part-time shifts available. Our headquarters is in New York City, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Uganda, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time.

What you'll do:

• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately
• Complete required training and quality coaching sessions
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system

Skills and experience:

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

Nice to have:

• Chat support experience
• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Benefits:

• Co-working space stipend
• Annual learning budget
• Wellness allowance
• Monthly internet allowance

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 Goldcrest Trust Company.