Senior Customer Service Advisor

Since 1964, the firm has grown through mergers with regional CPA practices. Remote work is fine outside busy season, and most people come in two or three days a week.

The position

Foundrybound is hiring for its Customer Care team in Mumbai. Full-time and part-time shifts available. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our headquarters is in Oklahoma City, and about a third of the team works remotely from other countries. This is a long-term contractor role, paid monthly in USD. You will need at least 4 hours of overlap with US Central time. We send you a laptop and the accessories you need on day one.

Responsibilities

• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.

Required qualifications

• 6+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• High school diploma or GED.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.

Preferred

• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Compensation: $6.00 - $6.50/hr

Compensation and benefits

• Annual rate review.
• Long-term engagement.
• Paid time off.
• Paid in USD.

Candidates must be eligible to work in India.

If you are shortlisted, we will reach out to set up a first call.

Duration: 6 months. Start: Immediately.

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