Customer Service Advisor

Company overview

Most of our work is B2B: lead generation, content marketing and HubSpot setup.

Overview

Wikström Reklambyrå is hiring a Customer Service Advisor to work remotely from Poland. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our team is spread across 20 countries. Headquarters is in Uppsala. This is a full-time remote role. We use an employer of record in Poland, so you get a proper employment contract, not a freelance agreement. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties

• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Process returns, exchanges, refunds and address changes.
• Complete required training and quality coaching sessions.
• Document every interaction in Zendesk or Salesforce Service Cloud.

What you'll need

• 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.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Also helpful

• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Benefits

• Wellness allowance.
• Two weeks of paid leave at year end.
• Company laptop.
• Flexible hours.
• Paid parental leave.

Applications are reviewed on a rolling basis.

Start: Within 30 days.

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