Customer Service Team Leader

Clients include Fortune 500 manufacturers, health systems and logistics companies. Most internal hires started as recruiters and moved up.

Role overview

Looking for a Customer Service Team Leader who wants to stay somewhere for a while. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. We are headquartered in London and have been hiring remotely since 2020. Employment is through our payroll partner in Zambia. Salary is paid monthly in local currency. Core hours are 10:00 AM to 4:00 PM UK time. We use Slack, Notion and Google Meet. Cameras on for team calls.

Key responsibilities

• Look up orders, accounts and shipping status in the CRM and order system.
• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.
• Notice repeat problems and report them to your team lead.

What you need

• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• High school diploma or GED.
• Able to sit at a workstation and wear a headset for a full shift.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

ZMW 20,000 - ZMW 24,000 a month

Benefits

• Annual learning budget.
• Home office setup budget.
• Performance bonus.
• Paid parental leave.
• Annual team retreat.

The posting will close once we have a strong shortlist.

Please include your notice period and salary expectations.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Singh Labor Services.