Customer Service Representative

The company:

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1991, the company is now one of the larger mutual insurers in India. We started in 1991 and have grown to about 9,000 people. Hail season means long days for field adjusters.

We are adding a Customer Service Representative to our Orders team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD.

Duties:

Call customers back on open issues within the promised timeframe. Process returns, exchanges, refunds and address changes. Answer inbound calls, live chats and emails from a queue. Meet targets for handle time, quality score and customer satisfaction. Look up orders, accounts and shipping status in the CRM and order system. Explain bills and payment options and take payments over the phone. Update customer records accurately. Escalate complaints that need a supervisor or another department.

What you'll need:

3+ years of customer service, retail, hospitality or call center experience. Clear speaking voice and good listening skills. For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Also helpful:

Chat support experience.

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

$20.50 - $24.50 per hour

Annual learning budget. Public holidays observed per your country. Company laptop. 20 days paid time off. Paid sick days. Home office setup budget.

Caskridge Mutual provides equal employment opportunities to all employees and applicants.

A resume is enough to apply. Cover letters are optional.

We are not working with agencies on this role.

Start: Within 30 days.

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