Customer Service Team Leader

This is a backfill for a team member who moved to another team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties:

• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Look up orders, accounts and shipping status in the CRM and order system
• Meet targets for handle time, quality score and customer satisfaction

What you'll need:

• 7+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Pay and benefits:

• Performance bonus
• Health insurance through our employer-of-record partner
• Co-working space stipend
• 24 days paid time off
• Wellness allowance
• Public holidays observed per your country
• Paid sick days

About us:

Clients drop by to pay premiums, ask about a claim or just say hello. Hail season means long days for field adjusters.

Please include your notice period and salary expectations.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at MWT Risk Advisors.