Senior Customer Service Advisor

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Headquartered in Dublin since 2013, the company now sells in 40 countries and supports customers in 11 languages.

Role overview:

We are adding headcount to this team, so this is a new seat. Brown Apps is hiring for its Member Services team in Dublin. Full-time and part-time shifts available. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in Dublin, but nobody is required to come in.

Day to day:

• Transfer calls to the right department with a warm handoff
• Follow scripts and required disclosures on recorded lines
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Call customers back on open issues within the promised timeframe
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM

Preferred qualifications:

• Prior billing or insurance call centre work
• Experience handling escalations
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Schedule: Four 10-hour shifts, rotating weekend day

€17.00 to €19.50 per hour

Compensation and benefits:

• Health insurance for you and your family
• Pension contribution
• 25 days annual leave
• Overtime available
• Paid training
• Income protection
• Life assurance

Start: Flexible.

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