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:

Brambleloft is hiring for its Member Services team in Colombo. Full-time and part-time shifts available. This is a full-time remote role. We use an employer of record in Sri Lanka, so you get a proper employment contract, not a freelance agreement. Core hours are 10:00 AM to 4:00 PM UK time.

What you'll be doing:

• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Call customers back on open issues within the promised timeframe.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.

Qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• High school diploma or GED.

Preferred:

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

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

Compensation: LKR 250,000-LKR 300,000 per month

Benefits:

• 24 days paid time off.
• Annual learning budget.
• Co-working space stipend.
• Performance bonus.
• Monthly internet allowance.
• Home office setup budget.

Candidates must be eligible to work in Sri Lanka.

Start: Immediately.

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