Senior Customer Service Advisor

About us:

Local news, classifieds and event listings for Hamburg make up the core of the site. Since 2015, the company has run a comparison site for car insurance, mortgages and credit cards. Support shifts are shared, so engineers spend a few hours a quarter answering customer tickets.

The role:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Buttonwood Marketplace is hiring for its Orders team in Lahore. Full-time and part-time shifts available. The company is based in Hamburg, Germany. Our team works from several countries. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours are 10:00 to 15:00 CET.

In your first few months you will:

• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Escalate complaints that need a supervisor or another department.

Requirements:

• 5+ years of customer service, retail, hospitality or call centre experience.
• High school diploma or GED.
• Clear speaking voice and good listening skills.
• Must pass a background check.

Bonus points:

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

What you get:

• Annual rate review.
• Paid in USD.
• Paid time off.
• Flexible hours.

Duration: 6 months. Start: Immediately.

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