Customer Service Team Leader

Regional offices in Karachi and five other cities support agents and policyholders. Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. We close at 3 p.m. on Fridays in the summer.

Overview:

This is a new role. The team has doubled in size over the past year. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote position. Most of the team is in Karachi, but nobody is required to come in. You will need a stable internet connection and a backup power source (UPS or inverter).

What you'll do:

Explain bills and payment options and take payments over the phone. Process returns, exchanges, refunds and address changes. Call customers back on open issues within the promised timeframe. Document every interaction in Zendesk or Salesforce Service Cloud. Meet targets for handle time, quality score and customer satisfaction. Notice repeat problems and report them to your team lead. Update customer records accurately.

What you need:

7+ years of customer service, retail, hospitality or call centre experience. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Reliable attendance. Schedule adherence is tracked. Clear speaking voice and good listening skills. Comfortable using multiple screens and systems at the same time.

Nice to have:

Zendesk, Five9 or Genesys experience. Knowledge of e-commerce order systems such as Shopify. Bilingual English and Spanish (pay differential).

Perks and benefits:

Medical insurance. Provident fund. Paid leave. Life insurance.

Please submit your CV in English.

We may close the role early, so do not wait too long to apply.

Start: Immediately.

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