Customer Service Team Leader

Most cases settle, but our trial team takes a dozen or more to verdict each year. Criminal defence and DUI cases make up about a third of the caseload.

The role

The role is new and comes from growth in our client base. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. We are headquartered in Aarhus and have been hiring remotely since 2020. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 to 15:00 CET.

What you'll do

Follow scripts and required disclosures on recorded lines. Transfer calls to the right department with a warm handoff. Call customers back on open issues within the promised timeframe. Process returns, exchanges, refunds and address changes. Escalate complaints that need a supervisor or another department. Explain bills and payment options and take payments over the phone. Meet targets for handle time, quality score and customer satisfaction.

Minimum qualifications

8-10 years of customer service, retail, hospitality or call centre experience. Able to sit at a workstation and wear a headset for a full shift. Reliable attendance. Schedule adherence is tracked. Comfortable using multiple screens and systems at the same time. High school diploma or GED. Clear speaking voice and good listening skills.

Preferred

Prior billing or insurance call centre work. Zendesk, Five9 or Genesys experience.

Schedule: Four 10-hour shifts, rotating weekend day

Compensation and benefits

Annual salary review. Co-working space stipend. Home office setup budget. Wellness allowance. Paid parental leave. 24 days paid time off.

Candidates must be eligible to work in India.

Please submit your CV in English.

Start: Immediately.

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