Customer Service Team Leader

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1992 and have grown to about 4,100 people. We keep recurring meetings to Tuesdays and Thursdays where we can.

Overview

Canopycast is hiring for its Billing team in London. Full-time and part-time shifts available. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This is an in-person role at our London location.

Main duties

• Escalate complaints that need a supervisor or another department.
• Transfer calls to the right department with a warm handoff.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Process returns, exchanges, refunds and address changes.
• Answer inbound calls, live chats and emails from a queue.
• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Why work with us

• Private medical insurance.
• Pension scheme with 5% employer contribution.
• 33 days holiday including bank holidays.
• Paid training.
• Long service awards.

Start: Immediately.

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