Customer Service Advisor

About us

Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits. We started in 2012 and have grown to about 100 people. Lunch is usually whatever is closest to the client site.

The position

Yarrowhall IT is hiring for its Returns team in Belfast. Full-time and part-time shifts available. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in Birmingham, but nobody is required to come in. You need a reliable internet connection and somewhere quiet to work.

Duties

• Process returns, exchanges, refunds and address changes.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.

About you

• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.

Pluses

• Zendesk, Five9 or Genesys experience.

Benefits

• Company pension.
• 33 days holiday including bank holidays.
• Cycle to work scheme.
• Uniform provided.
• Employee assistance programme.
• Workplace pension.
• Share options.

Start: Immediately.

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