Customer Service Team Leader

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. We started in 2008 and have grown to about 890 people.

The position:

This is a new position created as the team has grown over the last year. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote within Ireland. The team meets in Limerick once a quarter, travel covered. You will write a lot of updates, so clear written English is important.

Responsibilities:

• Meet targets for handle time, quality score and customer satisfaction
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• 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

What you need:

• 7+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Comfortable using multiple screens and systems at the same time

Nice to have:

• Chat support experience
• Prior billing or insurance call centre work
• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience

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

Pay and benefits:

• Health insurance for you and your family
• Company pension scheme
• 23 days annual leave plus bank holidays
• Paid training
• Overtime available
• Pension contribution
• Life assurance

Start: Within 30 days.

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