Customer Service Team Leader

About NMN Systems:

NMN Systems employs 220 people across engineering hubs in Hyderabad and three other locations, building ERP software for mid-market manufacturers. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

The role:

Looking for a Customer Service Team Leader who wants to stay somewhere for a while. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote within India. The team meets in Hyderabad once a quarter, travel covered. You will need a stable internet connection and a backup power source (UPS or inverter).

Essential duties and responsibilities:

• Document every interaction in Zendesk or Salesforce Service Cloud
• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction

Requirements:

• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Benefits:

Rate: ₹5,50,000 - ₹7,50,000 pa

• Health insurance for you and your family
• Provident fund
• Paid leave
• Accommodation provided
• Overtime pay
• Meal coupons
• Gratuity

The posting will close once we have a strong shortlist.

Start: Immediately.

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