Customer Service Team Leader

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

Position summary:

This is a backfill for a team member who moved to another team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in Zagreb, but nobody is required to come in. You will write a lot of updates, so clear written English is important.

Responsibilities:

• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Process returns, exchanges, refunds and address changes.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Follow scripts and required disclosures on recorded lines.

Required qualifications:

• Must pass a background check.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Preferred qualifications:

• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.

Compensation and benefits:

• Private medical care.
• Extra annual leave days.
• Cafeteria benefit system.
• Overtime paid.
• Annual bonus.
• Remote work allowance.
• Life insurance.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kvarner Digital d.o.o..