Senior Customer Service Advisor

Everything runs on a single Rails app and one Postgres database, deployed on Heroku. We are a small, self-funded team building a booking app for independent salons and tattoo studios. Founded in 2004, we now have 15 employees. Most engineers work remotely and come into the office one week a quarter for planning.

The position

We are backfilling a position after an internal move. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our headquarters is in Brisbane, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Switzerland, so you get a proper employment contract, not a freelance agreement. You will need some overlap with Australian Eastern time in the mornings.

Responsibilities

• Explain bills and payment options and take payments over the phone
• Escalate complaints that need a supervisor or another department
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Update customer records accurately

Minimum qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills

Preferred qualifications

• Chat support experience
• Knowledge of e-commerce order systems such as Shopify

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

What you get

Compensation: CHF 33,000 - CHF 39,000/year

• Company laptop
• Performance bonus
• Monthly internet allowance
• Wellness allowance
• Public holidays observed per your country
• Home office setup budget
• Paid sick days

Start: Immediately.

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