Customer Service Representative II

A bit about us:

Tokai Consulting is an independent wealth management firm advising families, business owners and retirees.

Tokai Consulting is looking for a Customer Service Representative II to join a small, steady team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Nagoya, but nobody is required to come in. Communication happens mostly in Slack and short video calls.

In this role you will:

• Complete required training and quality coaching sessions.
• 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.
• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.

Who you are:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.

Desirable:

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)

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

Pay and benefits:

• Paid leave.
• Social insurance.
• Overtime pay.
• Bonus twice a year.

The posting will close once we have a strong shortlist.

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Tokai Consulting Co., Ltd..