Customer Service Representative

Regional offices in London and five other cities support agents and policyholders. Catastrophe teams deploy adjusters within days of a major storm. Founded in 1988, we now have 4,900 employees. Most of the office has been here more than ten years.

Job summary:

Yewbench Assurance has an opening for a Customer Service Representative. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in London, the UK. The team is spread across multiple countries. We engage team members in Mexico as full-time contractors. Most of our contractors have been with us for more than two years. Core hours are 10:00 AM to 4:00 PM UK time. Day-to-day communication is in Slack and Google Meet.

What you'll do:

• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Meet targets for handle time, quality score and customer satisfaction
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue

Required qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM

Nice to have:

• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Chat support experience
• Prior billing or insurance call centre work

Why work with us:

• Long-term engagement
• Annual rate review
• Paid time off

Please submit your CV in English.

Duration: 3 months. Start: Immediately.

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