Customer Service Team Leader

Mergers with neighboring utilities over the decades have doubled the service territory. Generation includes natural gas, nuclear, wind and solar plants. Line workers go through a four-year apprenticeship.

We are backfilling a position after an internal move. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. SWM Gas is hiring for its Returns team in Mumbai. Full-time and part-time shifts available. This role is fully remote within India. Reliable internet and a power backup are a must.

What you'll be doing

• Answer inbound calls, live chats and emails from a queue.
• Look up orders, accounts and shipping status in the CRM and order system.
• Explain bills and payment options and take payments over the phone.
• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.

Required qualifications

• 8-10 years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• Able to sit at a workstation and wear a headset for a full shift.

Pluses

• Chat support experience.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation and benefits

Salary range: ₹6,00,000 to ₹8,00,000 per annum

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Gratuity.

Start: Immediately.

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