Customer Service Team Leader

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

The position:

Singh Labour Services is hiring a Customer Service Team Leader to work remotely from Zambia. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The company is based in London, the UK. The team is distributed across several countries. Contract role, full-time hours, paid in USD at the end of each month. Core hours are 10:00 AM to 4:00 PM UK time. We ship you a laptop and accessories before your first day.

What you'll be doing:

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.

Qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.

Nice to have:

• Experience handling escalations.
• Prior billing or insurance call centre work.
• Zendesk, Five9 or Genesys experience.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Part-time, 20 to 25 hours per week including Saturdays

Compensation: $580 - $750 monthly

Compensation and benefits:

• Paid in USD.
• Monthly payments via wire transfer or Wise.
• Company laptop.
• Annual rate review.

Please include your notice period and salary expectations.

Duration: 6 months. Start: Within 30 days.

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