Senior Customer Service Advisor

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Founded as a farmers' mutual in 1991, the company is now one of the larger mutual insurers in Spain.

Role overview:

We are backfilling a position after an internal move. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. You can work from home anywhere in Spain. We have no office requirement.

In this role you will:

Update customer records accurately. Complete required training and quality coaching sessions. Answer inbound calls, live chats and emails from a queue. Notice repeat problems and report them to your team lead. Explain bills and payment options and take payments over the phone. Document every interaction in Zendesk or Salesforce Service Cloud. Call customers back on open issues within the promised timeframe. Meet targets for handle time, quality score and customer satisfaction.

Qualifications:

5+ years of customer service, retail, hospitality or call centre experience. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. High school diploma or GED. Basic computer skills (Windows, Outlook, web browsers).

Preferred:

Zendesk, Five9 or Genesys experience. Bilingual English and Spanish (pay differential). Prior billing or insurance call centre work. Chat support experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation: €16,000-€18,500/year

Benefits:

Private health insurance. Meal vouchers. Flexible remuneration plan. Remote work allowance. Paid training. Training budget.

Please mention your notice period and expected salary.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Correduría Cordillera S.L..