Customer Service Team Leader

We provide audit, tax and advisory services to private companies, public entities and nonprofits. Clients range from family-owned businesses to companies with several billion in revenue. We started in 1988 and have grown to about 320 people.

The role

The previous person in this role moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Steuerberatung Krause is hiring for its Returns team in Faisalabad. Full-time and part-time shifts available. The company is based in Berlin, Germany. We are a distributed team spread across a few time zones. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Core hours are 10:00 to 15:00 CET. Please make sure you have dependable internet and backup power.

Duties

• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes

What you need

• 8+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check

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

Salary range: PKR 165,000 - PKR 205,000 a month

Benefits

• Company laptop
• Paid parental leave
• Annual team retreat
• Health insurance through our employer-of-record partner
• Co-working space stipend
• Performance bonus

Start: Immediately.

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