Senior Customer Service Advisor

Since 1972, the firm has grown through acquisitions of independent advisory practices. We process billions of card transactions a year for merchants, banks and software platforms.

Role overview:

The previous person in this role moved to another team. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years. Core hours are 10:00 to 15:00 CET. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day:

• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff
• Escalate complaints that need a supervisor or another department

Qualifications:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time
• Basic computer skills (Windows, Outlook, web browsers)

Pay and benefits:

• Long-term engagement
• Monthly payments via wire transfer or Wise
• Paid in USD
• Monthly internet allowance

Applications are reviewed on a rolling basis.

Candidates must be eligible to work in Pakistan.

Duration: 9 months. Start: Within 30 days.

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