Senior Customer Service Advisor

Founded as a farmers' mutual in 1967, the company is now one of the larger mutual insurers in Saudi Arabia. We started in 1967 and have grown to about 320 people.

Overview:

Al Faraj Mutual has an opening for a Senior Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our team is spread across 11 countries. Headquarters is in Riyadh. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Working hours follow Gulf time, Monday to Friday.

Main duties:

• 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
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Look up orders, accounts and shipping status in the CRM and order system

Required qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• Able to sit at a workstation and wear a headset for a full shift
• Basic computer skills (Windows, Outlook, web browsers)

Nice to have:

• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)

Benefits:

• Paid sick days
• Two weeks of paid leave at year end
• Annual learning budget
• Co-working space stipend

This posting may close early if we receive enough applications.

Candidates must be eligible to work in Pakistan.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Al Faraj Mutual.