Senior Customer Service Advisor

About Kim Asset Management

Headquartered in Omaha, the company runs operations centres in Nebraska and two other locations. Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the US. We started in 1984 and have grown to about 8,600 people. Compliance reviews outgoing client email, so expect to write carefully.

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in Omaha, the US. We are a distributed team spread across a few time zones. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need at least 4 hours of overlap with US Central time. We ship you a laptop and accessories before your first day.

Day to day

• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.
• Follow scripts and required disclosures on recorded lines.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Escalate complaints that need a supervisor or another department.

Skills and experience

• 5-7 years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

What we offer

Salary range: ₹12.5-16.5 LPA

• Home office setup budget.
• Annual team retreat.
• Paid parental leave.
• Flexible hours.
• Health insurance through our employer-of-record partner.
• Public holidays observed per your country.

Please submit your CV in English.

Applications are reviewed on a rolling basis.

Start: Flexible.

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