Senior Customer Service Advisor

About the role:

Cotswold Mutual Insurance is looking for a Senior Customer Service Advisor to join a small, steady team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. You will need to be available during UK office hours, at least until 3:00 PM GMT. Please make sure you have a quiet place to work and a solid internet connection.

What you'll be doing:

Transfer calls to the right department with a warm handoff. Meet targets for handle time, quality score and customer satisfaction. Process returns, exchanges, refunds and address changes. Explain bills and payment options and take payments over the phone. Notice repeat problems and report them to your team lead. Follow scripts and required disclosures on recorded lines. Document every interaction in Zendesk or Salesforce Service Cloud. Update customer records accurately.

Qualifications:

5-7 years of customer service, retail, hospitality or call centre experience. Comfortable using multiple screens and systems at the same time. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Reliable attendance. Schedule adherence is tracked. Able to sit at a workstation and wear a headset for a full shift. Clear speaking voice and good listening skills.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What you get:

Salary: PKR 120,000-PKR 145,000 per month

24 days paid time off. Performance bonus. Wellness allowance. Annual team retreat.

Company overview:

Our producers answer their own phones and visit commercial clients in person. Most new business comes from referrals by existing clients.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Cotswold Mutual Insurance.