Customer Service Team Leader - Remote

We process billions of card transactions a year for merchants, banks and software platforms. Since 1924, the firm has grown through acquisitions of independent advisory practices. Most staff have been with the firm for more than eight years.

The role

This role opened up after a team member moved internally. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This role is fully remote within New Zealand. We talk mostly in Slack and hop on quick calls when something needs discussing.

What you'll be doing

• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately
• Notice repeat problems and report them to your team lead
• Explain bills and payment options and take payments over the phone
• Answer inbound calls, live chats and emails from a queue
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes

Required qualifications

• 8-10 years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Reliable attendance. Schedule adherence is tracked
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills

Nice to have

• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)
• Chat support experience

Salary: $54,000 to $63,000 per annum

Perks and benefits

• Flexible hours

Applications close when we find the right person.

Duration: 12 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at EJC Asset Management.