Senior Customer Service Advisor

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Code review is required on every pull request, and nobody merges their own changes.

Role overview

BHH Apps is hiring for its Member Services team in Lahore. Full-time and part-time shifts available. Our team is spread across 14 countries. Headquarters is in New York City. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Equipment is provided, including a laptop.

Duties

• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Required qualifications

• 5+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Nice to have

• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Rate: PKR 125,000-PKR 150,000 a month

What you get

• 20 days paid time off.
• Performance bonus.
• Public holidays observed per your country.
• Flexible hours.
• Paid sick days.

We may close the role early, so do not wait too long to apply.

Tell us your notice period and what salary you are looking for.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at BHH Apps, LLC.