Customer Service Representative II

Company overview

Instructional designers, video editors and subject matter experts work together on each course. The platform hosts certification programs for several professional associations. We started in 2020 and have grown to about 180 people.

We are adding a Customer Service Representative II to our Member Services team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our headquarters is in New York City, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in South Korea, so you get a proper employment contract, not a freelance agreement. 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.

Your responsibilities

• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue

Minimum qualifications

• 6+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay and benefits

Rate: ₩13,000-₩16,000/hr

• Two weeks of paid leave at year end
• Wellness allowance
• Annual learning budget
• Flexible hours

Start: Within 30 days.

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