Customer Service Team Leader

We employ 4,200 people across underwriting, claims, actuarial, IT and customer service. Licensing (property and casualty, life and health) is paid for, with study time during work hours.

The position

DR Mutual is hiring for its Customer Care team in Tema. Full-time and part-time shifts available. The company is based in Arvada, the US. We are a distributed team spread across a few time zones. You will be employed through our employer-of-record partner in Ghana, with a local contract and salary paid in local currency. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Essential duties and responsibilities

Answer inbound calls, live chats and emails from a queue. Escalate complaints that need a supervisor or another department. Follow scripts and required disclosures on recorded lines. Update customer records accurately. Process returns, exchanges, refunds and address changes. Meet targets for handle time, quality score and customer satisfaction. Transfer calls to the right department with a warm handoff.

Minimum qualifications

7+ years of customer service, retail, hospitality or call centre experience. Clear speaking voice and good listening skills. Reliable attendance. Schedule adherence is tracked. Comfortable using multiple screens and systems at the same time. High school diploma or GED.

Benefits

Public holidays observed per your country. Co-working space stipend. 24 days paid time off. Annual salary review. Wellness allowance. Annual team retreat.

Applications are reviewed weekly.

Start: Immediately.

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