Senior Customer Service Advisor

Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Catastrophe teams deploy adjusters within days of a major storm. We started in 1989 and have grown to about 490 people.

The role

Our team is growing and we are hiring a Senior Customer Service Advisor. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote, open to candidates across Sri Lanka. You will need a stable internet connection and a backup power source (UPS or inverter).

In this role you will

Process returns, exchanges, refunds and address changes. Transfer calls to the right department with a warm handoff. Meet targets for handle time, quality score and customer satisfaction. Complete required training and quality coaching sessions. Update customer records accurately. Look up orders, accounts and shipping status in the CRM and order system. Answer inbound calls, live chats and emails from a queue. Follow scripts and required disclosures on recorded lines.

Qualifications

5+ years of customer service, retail, hospitality or call centre experience. High school diploma or GED. Basic computer skills (Windows, Outlook, web browsers). Reliable attendance. Schedule adherence is tracked. Able to sit at a workstation and wear a headset for a full shift. Must pass a background check. Comfortable using multiple screens and systems at the same time.

Preferred

Knowledge of e-commerce order systems such as Shopify. Experience handling escalations. Bilingual English and Spanish (pay differential).

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Salary: LKR 71,000 - LKR 97,000 a month

Why work with us

Medical insurance for you and your family. Company laptop. EPF and ETF contributions.

Candidates must be eligible to work in Sri Lanka.

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hill Insurance Agency (Pvt) Ltd.