Customer Service Team Leader

A bit about us

Our audience is small but loyal: about 40,000 newsletter subscribers who actually open it. Growth has come from search and word of mouth, not paid ads.

Job summary

Alderspan Marketplace is hiring for its operations team in Hyderabad. Full-time and part-time shifts available. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. You will need at least 4 hours of overlap with US Central time.

Duties

• Call customers back on open issues within the promised timeframe.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Update customer records accurately.

Minimum qualifications

• 8+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay and benefits

• Home office setup budget.
• Co-working space stipend.
• Monthly internet allowance.
• Annual team retreat.

Start: Flexible.

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