Customer Service Representative II

Offices in Lugano and more than 20 other cities share a national tax and technical resources team. We provide audit, tax and advisory services to private companies, public entities and nonprofits. We started in 1957 and have grown to about 390 people. Remote work is fine outside busy season, and most people come in two or three days a week.

The role

This role opened up after a team member moved internally. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote within Switzerland. The team meets in Lugano once a quarter, travel covered. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll be doing

• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.

What you need

• 5+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.

Preferred qualifications

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

Schedule: Part-time, 20 to 25 hours per week including Saturdays

Pay: CHF 21,000 - CHF 25,000 annually

Perks and benefits

• Company pension scheme.
• Holiday pay.
• JobRad bike leasing.
• Childcare allowance.
• Paid overtime or time off in lieu.
• Home office equipment.

Candidates must be eligible to work in Switzerland.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gerber & Koch GmbH.