Customer Service Team Leader

We serve more than two million consumer, small business and commercial clients. Our commercial banking group lends to manufacturers, health systems and real estate developers. Founded in 1950, we now have 4,700 employees.

Job summary

We are adding a Customer Service Team Leader to our Billing team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. You can work from home anywhere in Nigeria. We have no office requirement.

What you'll be doing

• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Transfer calls to the right department with a warm handoff.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.
• Update customer records accurately.

Minimum qualifications

• 8+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• High school diploma or GED.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• Must pass a background check.

Nice to have

• Prior billing or insurance call centre work.
• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.

Benefits

• Medical cover.
• Pension contribution.
• Annual leave.
• Lunch provided.

Start: Immediately.

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