Senior Customer Service Advisor

About Castell Security

Since 2024, growth has come by referral, mostly from auditors and insurance brokers. We are 20 people, all hands-on, and the founders still run engagements themselves. SOC analysts work 12-hour shifts on a 2-2-3 rotation.

The role

This role opened up after a team member moved internally. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Fully remote. You can work from anywhere in India. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll work on

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Call customers back on open issues within the promised timeframe.
• Complete required training and quality coaching sessions.
• Explain bills and payment options and take payments over the phone.

Requirements

• 7+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.

Pluses

• Chat support experience.
• Bilingual English and Spanish (pay differential)

Perks and benefits

• Health insurance for you and your family.
• Provident fund.
• Paid leave.

Start: Immediately.

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