Senior Customer Service Advisor

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Product, engineering and support teams work out of offices in London, England and two nearshore delivery centres.

Position summary:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Employment is through our payroll partner in Australia. Salary is paid monthly in local currency. You will need to be available during UK office hours, at least until 3:00 PM GMT.

Main duties:

Escalate complaints that need a supervisor or another department. Notice repeat problems and report them to your team lead. Explain bills and payment options and take payments over the phone. Update customer records accurately. Document every interaction in Zendesk or Salesforce Service Cloud. Process returns, exchanges, refunds and address changes. Transfer calls to the right department with a warm handoff.

Required qualifications:

5+ years of customer service, retail, hospitality or call centre experience. Reliable attendance. Schedule adherence is tracked. Must pass a background check. High school diploma or GED. Typing speed of at least 35 WPM. For remote roles: quiet workspace and wired internet at 25 Mbps or faster.

Preferred qualifications:

Experience handling escalations. Zendesk, Five9 or Genesys experience. Prior billing or insurance call centre work. Knowledge of e-commerce order systems such as Shopify.

Rate: $29.00-$31.50 per hour

Pay and benefits:

Performance bonus. Annual learning budget. Wellness allowance. Paid parental leave.

Aboriginal and Torres Strait Islander people are encouraged to apply.

Applications close when we find the right person, so get in early.

Start: Flexible.

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