Customer Service Team Lead

About the company:

Halvorn Training builds online courses and compliance training for healthcare, manufacturing and financial services companies. School districts licence our reading and math curriculum for grades K through 8. Founded in 2008, we now have 190 employees. Most of the team are former teachers.

Halvorn Training is looking for a Customer Service Team Lead to join a small, steady team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Lille, but nobody is required to come in.

Your responsibilities:

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.
• Process returns, exchanges, refunds and address changes.

Minimum qualifications:

• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• High school diploma or GED.
• Must pass a background check.
• Clear speaking voice and good listening skills.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.

Schedule: Four 10-hour shifts, rotating weekend day

Compensation and benefits:

Pay: €24,000 - €29,000 per year

• Health insurance (mutuelle) covered at 60%.
• Remote work allowance.
• RTT days.
• Profit-sharing.
• Overtime paid.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Halvorn Training SARL.