Senior Customer Service Advisor

Who we are:

Clients are mostly mid-sized companies in South Holland. Style guide reviews are part of every project.

Koster Academy is looking for a Senior Customer Service Advisor to join a small, steady team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Rotterdam, 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 Bangladesh, so you get a proper employment contract, not a freelance agreement. Working hours overlap with Central European Time. You get a company laptop and a headset before you start.

Key responsibilities:

• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines
• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe
• Explain bills and payment options and take payments over the phone
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff

Qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked

Compensation and benefits:

Salary: BDT 50,000 to BDT 57,000 per month

• Co-working space stipend
• Public holidays observed per your country
• Flexible hours
• Annual learning budget
• 20 days paid time off

Applications are reviewed on a rolling basis.

We may close the role early, so do not wait too long to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Koster Academy B.V..