Senior Customer Service Advisor

Hazelland employs 11,100 people across engineering hubs in Washington and three other locations, building ERP software for mid-market manufacturers. Product, engineering and support teams work out of offices in Washington, District of Columbia and two nearshore delivery centres. Laptops are MacBook Pros, and you pick your own editor.

Job summary:

Our team is growing and we are hiring a Senior Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Washington, and about a third of the team works remotely from other countries. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. You will need at least 4 hours of overlap with US Eastern time.

Main duties:

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

You'll need:

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

Schedule: Four 10-hour shifts, rotating weekend day

Why work with us:

Rate: ₹13,00,000 to ₹17,50,000 per year

• Annual team retreat
• Wellness allowance
• Health insurance through our employer-of-record partner
• Flexible hours
• Performance bonus
• Home office setup budget
• Paid parental leave

Please submit your CV in English.

Start: Immediately.

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