Senior Customer Service Advisor

Merchandising and planning teams set assortments by region and climate. Fernstack & Co. operates more than 400 apparel stores and a large online business. Holiday season means extra hours for everyone.

About the role

We are adding a Senior Customer Service Advisor to our Member Services team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Core hours are 10:00 to 15:00 CET.

Key responsibilities

• Follow scripts and required disclosures on recorded lines
• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone
• Look up orders, accounts and shipping status in the CRM and order system
• Meet targets for handle time, quality score and customer satisfaction
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes

What you need

• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time

Preferred

• Prior billing or insurance call centre work
• Bilingual English and Spanish (pay differential)

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

Benefits

• Flexible hours
• Public holidays observed per your country
• Health insurance through our employer-of-record partner
• Home office setup budget
• Annual salary review
• Performance bonus
• Paid parental leave

Applications are reviewed weekly.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Fernstack & Co. A/S.