Senior Customer Service Advisor

Regulatory oversight is constant, and the compliance department is one of the largest in the company. Since 1946, the firm has grown through acquisitions of independent advisory practices. Founded in 1946, we now have 1,600 employees.

THE ROLE:

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in Italy. We have no office requirement. We use Slack, Notion and Google Meet. Cameras on for team calls.

IN THIS ROLE YOU WILL:

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.

WHAT WE'RE LOOKING FOR:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Comfortable using multiple screens and systems at the same time.
• High school diploma or GED.

PERKS AND BENEFITS:

• Private health insurance.
• Paid training.
• Meal vouchers.

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Consulenza Morelli S.p.A..