Customer Service Advisor

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts.

The role:

Our team is growing and we are hiring a Customer Service Advisor. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Pokhara, but nobody is required to come in.

Job duties:

• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• 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
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud

Minimum qualifications:

• 2+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time

Preferred qualifications:

• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)

Salary: NPR 27,000 - NPR 34,000 a month

Why work with us:

• Medical insurance
• Company laptop
• Social Security Fund contribution
• Life insurance
• Dashain bonus

Please submit your CV in English.

Applications are reviewed on a rolling basis.

Start: Immediately.

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