Customer Service Team Leader

About the job

About us

Our claims organisation handles more than 400,000 claims a year, including catastrophe response after hurricanes and hail. Founded as a farmers' mutual in 1956, the company is now one of the larger mutual insurers in Pakistan.

Role overview

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across Pakistan.

Your responsibilities

Escalate complaints that need a supervisor or another department. Explain bills and payment options and take payments over the phone. Look up orders, accounts and shipping status in the CRM and order system. Transfer calls to the right department with a warm handoff. Update customer records accurately. Process returns, exchanges, refunds and address changes.

Minimum qualifications

8+ years of customer service, retail, hospitality or call centre experience. Comfortable using multiple screens and systems at the same time. High school diploma or GED. Typing speed of at least 35 WPM. For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

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

What we offer

Medical insurance. Provident fund. Paid leave. Overtime pay. Life insurance. Two bonuses a year.

Let us know your current notice period and salary expectations.

Start: Immediately.

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