Customer Service Representative II

The role

This is a new position created as the team has grown over the last year. The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. The company is based in London, the UK. We are a distributed team spread across a few time zones. We hire in France through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 AM to 4:00 PM UK time. Clear written English is a must, as the team works across time zones.

What you'll do

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.
• Complete required training and quality coaching sessions.

About you

• 5+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• High school diploma or GED.
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.

Pluses

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

Schedule: Four 10-hour shifts, rotating weekend day

What we offer

Salary range: €23,000-€31,000 a year

• Annual team retreat.
• Co-working space stipend.
• Annual learning budget.
• Two weeks of paid leave at year end.
• Performance bonus.
• Health insurance through our employer-of-record partner.

About Northern Capital

From an office in London, Northern Capital runs payment processing for property managers and HOAs. Most staff have been with the firm for more than eight years.

Applications are reviewed weekly.

Start: Immediately.

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