Customer Service Representative II

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Licensing (property and casualty, life and health) is paid for, with study time during work hours.

The role

The role is new and comes from growth in our client base. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. You will be employed through our employer-of-record partner in the UAE, with a local contract and salary paid in local currency. Working hours overlap with UK business hours. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day

• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.

Minimum qualifications

• 5+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• 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.
• Clear speaking voice and good listening skills.

Nice to have

• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.

Salary range: AED 10,000 - AED 13,000 per month

Benefits

• Annual team retreat.
• Annual salary review.
• Public holidays observed per your country.
• Health insurance through our employer-of-record partner.

Applications are reviewed on a rolling basis.

Please submit your CV in English.

Start: Immediately.

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