Customer Service Representative II

A bit about us

We process billions of card transactions a year for merchants, banks and software platforms. Headquartered in Jerusalem, the company runs operations centres in Jerusalem District and two other locations.

Parcelway has an opening for a Customer Service Representative II. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in Jerusalem and have been hiring remotely since 2020. Employment is through our payroll partner in Brazil. Salary is paid monthly in reais. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.
• Follow scripts and required disclosures on recorded lines.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.

What you'll need

• 5+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.
• Clear speaking voice and good listening skills.

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

Pay and benefits

• Health insurance through our employer-of-record partner.
• Co-working space stipend.
• Annual salary review.
• Home office setup budget.

We review applications as they come in.

Candidates must be eligible to work in Brazil.

Start: Within 30 days.

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