Senior Customer Service Advisor

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. Laptops are MacBook Pros, and you pick your own editor.

Position summary

Looking for a Senior Customer Service Advisor who wants to stay somewhere for a while. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. You will be employed through our employer-of-record partner in Bangladesh, with a local contract and salary paid in taka. Core hours are 10:00 AM to 4:00 PM UK time. A stable internet connection and a backup power option are required.

Day to day

• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.

Qualifications

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Able to sit at a workstation and wear a headset for a full shift.
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check.

Preferred qualifications

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Prior billing or insurance call centre work.

Schedule: Four 10-hour shifts, rotating weekend day

Salary: BDT 44,000 - BDT 58,000 pcm

Perks and benefits

• Annual team retreat.
• Flexible hours.
• Home office setup budget.
• Health insurance through our employer-of-record partner.

Candidates must be eligible to work in Bangladesh.

Start: Flexible.

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