Customer Service Team Leader

About the company

Small business owners and physicians make up a large share of the client list. Quarter-end is busy, and everyone helps with client review prep.

Position summary

WK Investment Partners is looking for a Customer Service Team Leader to join a small, steady team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Anchorage, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. You will need at least 4 hours of overlap with US Eastern time. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities

• Notice repeat problems and report them to your team lead
• 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
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked

Nice to have

• Chat support experience
• Experience handling escalations
• Prior billing or insurance call centre work

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

Pay and benefits

Pay: ₹10,50,000 - ₹12,50,000 per annum

• Monthly internet allowance
• Annual rate review
• Paid time off

Duration: 12 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at WK Investment Partners.