Senior Customer Service Advisor

Who we are:

We are 17 people, all hands-on, and the founders still run engagements themselves. Aldridge is a small team of former military and law enforcement analysts doing pen tests and incident response.

What this job is:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in Utrecht, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. Core hours are 10:00 to 15:00 CET.

What you'll do:

• Explain bills and payment options and take payments over the phone
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Follow scripts and required disclosures on recorded lines
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions

What we're looking for:

• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED

Also helpful:

• Chat support experience
• Zendesk, Five9 or Genesys experience

Benefits:

Salary range: ₹8,50,000-₹10,00,000 per annum

• Flexible hours
• Annual learning budget
• Wellness allowance
• 20 days paid time off

Applications are reviewed on a rolling basis.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Aldridge B.V..