Senior Customer Service Advisor

Most of what we build is back-office software for property managers, including lease tracking, work orders and tenant payments. Christchurch Labs builds scheduling and dispatch software for field service companies, from two-truck plumbing outfits to regional HVAC contractors.

We are backfilling a position after an internal move. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in Christchurch, but nobody is required to come in. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties

• Notice repeat problems and report them to your team lead.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.

Who you are

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• Typing speed of at least 35 WPM.
• High school diploma or GED.
• Clear speaking voice and good listening skills.

Pay and benefits

• KiwiSaver contributions.
• Five weeks annual leave after the first year.
• Employee assistance programme.
• Flexible hours.
• Paid training.

Start: Flexible.

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