Customer Service Representative II

About the company

Large incident response engagements can involve 20 or more responders working in shifts for weeks. Annual revenue from managed services has grown every year since 1995.

Job summary

We are creating this position because the workload has grown. The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Montreal and have been hiring remotely since 2020. Employment is through our payroll partner in Egypt. Salary is paid monthly in local currency. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. We use Slack, Notion and Google Meet. Cameras on for team calls.

In this role you will

• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Document every interaction in Zendesk or Salesforce Service Cloud
• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes

You'll need

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

Preferred

• Prior billing or insurance call centre work
• Experience handling escalations
• Bilingual English and Spanish (pay differential)

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

What you get

Pay: EGP 21,000-EGP 28,000 monthly

• Annual salary review
• 24 days paid time off
• Annual team retreat
• Company laptop
• Performance bonus

Candidates must be eligible to work in Egypt.

Please include your notice period and salary expectations.

Start: Flexible.

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