Customer Service Team Leader

Personal lines make up about 70 percent of premium. We have been writing policies for the same farms and small businesses since 1960.

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. Fully remote. You can work from anywhere in Pakistan. Clear written English is a must, as the team works across time zones.

Your responsibilities

• Update customer records accurately
• Answer inbound calls, live chats and emails from a queue
• Call customers back on open issues within the promised timeframe
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system

Requirements

• 7+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED

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

Compensation and benefits

Salary: PKR 81,000 - PKR 91,000 pcm

• Medical insurance
• Provident fund
• Paid leave
• Two bonuses a year

Please mention your notice period and expected salary.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at FM Insurance (Pvt.) Ltd..