Customer Service Advisor

The position:

The role is new and comes from growth in our client base. The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We work hybrid out of Sofia, usually three days in, two days remote.

Day to day:

• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction

Skills and experience:

• 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
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked

Preferred qualifications:

• Chat support experience
• Zendesk, Five9 or Genesys experience

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

• Private medical care
• Hybrid working
• Life insurance
• Annual bonus

Who we are:

Vasilev's General Store is a hardware and home improvement store selling tools, paint, lumber and lawn and garden supplies. We started in 2000 and have grown to about 180 people.

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Vasilev's General Store EOOD.