Customer Service Team Leader

Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail. Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire.

Job summary:

Agence Bonnet is hiring for its Billing team in Chennai. Full-time and part-time shifts available. The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. The company is based in Marseille, France. The team is distributed across several countries. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. Working hours overlap with Central European Time.

What you'll be doing:

Document every interaction in Zendesk or Salesforce Service Cloud. Complete required training and quality coaching sessions. Transfer calls to the right department with a warm handoff. Look up orders, accounts and shipping status in the CRM and order system. Meet targets for handle time, quality score and customer satisfaction. Explain bills and payment options and take payments over the phone. Process returns, exchanges, refunds and address changes. Follow scripts and required disclosures on recorded lines.

Required qualifications:

7+ years of customer service, retail, hospitality or call centre experience. Basic computer skills (Windows, Outlook, web browsers). Reliable attendance. Schedule adherence is tracked. Able to sit at a workstation and wear a headset for a full shift.

Preferred qualifications:

Bilingual English and Spanish (pay differential). Zendesk, Five9 or Genesys experience.

Benefits:

Public holidays observed per your country. Performance bonus. Home office setup budget. Paid sick days.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Agence Bonnet EURL.