Customer Service Team Lead

About the role:

Our team is growing and we are hiring a Customer Service Team Lead. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The company is based in London, the UK. The team is distributed across several countries. This is a long-term contractor role, paid monthly in USD. Working hours overlap with UK business hours.

Main duties:

• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.

You'll need:

• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.
• Clear speaking voice and good listening skills.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits:

Salary range: $1,850 to $2,250 per month

• Paid in USD.
• Monthly payments via wire transfer or Wise.
• Paid time off.

Who we are:

Founded as a farmers' mutual in 1997, the company is now one of the larger mutual insurers in the UK. Founded in 1997, we now have 560 employees.

Please submit your CV in English.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Severn Insurance Agency.