Senior Customer Service Advisor

The public relations team writes press releases, pitches reporters and handles crisis communications. Most of the team works hybrid, three days in the office.

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. This role is fully remote within Portugal. We ship you a laptop and accessories before your first day.

Responsibilities

• Transfer calls to the right department with a warm handoff.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.
• Process returns, exchanges, refunds and address changes.
• Complete required training and quality coaching sessions.

What you'll need

• 5+ years of customer service, retail, hospitality or call centre experience.
• High school diploma or GED.
• Comfortable using multiple screens and systems at the same time.
• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.

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

What we offer

• Private health insurance.
• Overtime paid.
• Remote work allowance.
• Flexible remuneration plan.
• Training budget.
• Paid training.
• Meal vouchers.

We review applications as they come in.

Start: Within 30 days.

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