Senior Customer Service Advisor

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the UAE. We started in 1996 and have grown to about 4,900 people.

Overview:

Looking for a Senior Customer Service Advisor who wants to stay somewhere for a while. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We are headquartered in Dubai and have been hiring remotely since 2020. This is a long-term contractor role, paid monthly in USD. Working hours follow Gulf time, Monday to Friday. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day:

• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Answer inbound calls, live chats and emails from a queue.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Required qualifications:

• 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.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Must pass a background check.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.

Preferred:

• Bilingual English and Spanish (pay differential)
• Chat support experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Four 10-hour shifts, rotating weekend day

Perks and benefits:

• Flexible hours.
• Paid time off.
• Annual rate review.
• Monthly internet allowance.

Shortlisted candidates will hear from us within two weeks.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Falcon Advisors LLC.