Customer Service Team Leader, Remote

We partner with universities to run online degree programs, from course production to enrolment support. Style guide reviews are part of every project.

Role overview

Our team is growing and we are hiring a Customer Service Team Leader, Remote. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years. You will write a lot of updates, so clear written English is important.

Day to day

Call customers back on open issues within the promised timeframe. Complete required training and quality coaching sessions. Transfer calls to the right department with a warm handoff. Follow scripts and required disclosures on recorded lines. Process returns, exchanges, refunds and address changes. Explain bills and payment options and take payments over the phone. Document every interaction in Zendesk or Salesforce Service Cloud. Notice repeat problems and report them to your team lead.

Minimum qualifications

8+ years of customer service, retail, hospitality or call centre experience. Reliable attendance. Schedule adherence is tracked. Basic computer skills (Windows, Outlook, web browsers). Clear speaking voice and good listening skills. Must pass a background check.

Preferred

Bilingual English and Spanish (pay differential). Prior billing or insurance call centre work. Chat support experience. Knowledge of e-commerce order systems such as Shopify.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Perks and benefits

Flexible hours. Paid time off.

We are reviewing applications as they arrive, so apply early.

We will only contact shortlisted applicants.

Duration: 6 months. Start: Immediately.

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