Customer Service Team Leader

Advisory services include transaction due diligence, valuation, forensic accounting and IT risk. We provide audit, tax and advisory services to private companies, public entities and nonprofits.

ROLE OVERVIEW:

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Remote within India. The team meets in Mumbai once a quarter, travel covered. Day-to-day communication is in Slack and Google Meet.

WHAT YOU'LL DO:

• Update customer records accurately
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff

MINIMUM QUALIFICATIONS:

• 7+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check

NICE TO HAVE:

• Chat support experience
• Experience handling escalations
• Prior billing or insurance call centre work

PERKS AND BENEFITS:

• Health insurance for you and your family
• Provident fund
• Paid leave
• Internet reimbursement

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mumbai CPAs Pvt Ltd.