Customer Service Team Leader

About the company:

We are a member-owned credit union serving teachers, public employees and their families. Banking holidays are paid days off.

This is a new position created as the team has grown over the last year. The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 12 countries. Headquarters is in Boston. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. You will need at least 4 hours of overlap with US Eastern time. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff
• Call customers back on open issues within the promised timeframe

About you:

• 8-10 years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Able to sit at a workstation and wear a headset for a full shift

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

Pay and benefits:

• Home office setup budget
• Annual team retreat
• Public holidays observed per your country
• Flexible hours
• 20 days paid time off
• Wellness allowance

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Riverside Bank LLC.