Senior Customer Service Advisor

A bit about us

Families drive in from across Gothenburg and several neighboring towns. Small budget, so teachers have a lot of say in curriculum and materials.

About the role

This is a backfill for a team member who moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We hire in India through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Working hours overlap with Central European Time. Good written English matters here, since most updates are written.

Job duties

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

Who you are

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.

Desirable

• Chat support experience.
• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.

Schedule: Four 10-hour shifts, rotating weekend day

What you get

• Paid parental leave.
• Health insurance through our employer-of-record partner.
• Co-working space stipend.
• Company laptop.
• Public holidays observed per your country.

Let us know your current notice period and salary expectations.

Start: Flexible.

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