Customer Service Representative II

About us

Dentists, insurance agents and law offices make up most of the client list. Clients have the owner's cell number, and the owner still takes the occasional Saturday call. We started in 2019 and have grown to about 16 people.

About the role

We are adding a Customer Service Representative II to our operations team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. You can work from home anywhere in Luxembourg. We have no office requirement. Communication happens mostly in Slack and short video calls.

What you'll do

• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Transfer calls to the right department with a warm handoff
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud

What we're looking for

• 5-7 years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• High school diploma or GED

Bonus points

• Prior billing or insurance call centre work
• Knowledge of e-commerce order systems such as Shopify

Pay and benefits

Salary range: €31,000 - €37,000 annually

• 8% holiday allowance
• 25 annual leave days
• Travel allowance

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Harrowkeep IT S.à r.l.-S.