Customer Service Advisor

Founded as a farmers' mutual in 1997, the company is now one of the larger mutual insurers in the UK. Founded in 1997, we now have 560 employees.

The position

We are adding headcount to this team, so this is a new seat. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Contract role, full-time hours, paid in USD at the end of each month. You will need to be available during UK office hours, at least until 3:00 PM GMT.

Essential duties and responsibilities

• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.
• Call customers back on open issues within the promised timeframe.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.

Qualifications

• 3+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Rate: $550 - $740/month

Perks and benefits

• Company laptop.
• Paid time off.
• Flexible hours.
• Monthly payments via wire transfer or Wise.

Tell us your notice period and what salary you are looking for.

Candidates must be eligible to work in Pakistan.

Duration: 6 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Severn Insurance Agency.