Senior Customer Service Advisor

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Midland Mutual Insurance is hiring for its operations team in Auckland. Full-time and part-time shifts available. We are headquartered in London and have been hiring remotely since 2020. We hire in New Zealand through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 10:00 AM to 4:00 PM UK time. Clear written English is a must, as the team works across time zones.

Your responsibilities:

• Transfer calls to the right department with a warm handoff.
• Update customer records accurately.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Meet targets for handle time, quality score and customer satisfaction.

Required qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Typing speed of at least 35 WPM.
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.

Preferred qualifications:

• Experience handling escalations.
• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call centre work.

What you get:

Rate: $29.50 - $32.00 an hour

• Wellness allowance.
• Annual team retreat.
• 20 days paid time off.
• Paid sick days.
• Annual salary review.
• Home office setup budget.
• Co-working space stipend.

About Midland Mutual Insurance:

We have been writing policies for the same farms and small businesses since 1991. Clients drop by to pay premiums, ask about a claim or just say hello. Continuing education credits are tracked and reimbursed.

Applications close when we find the right person.

Start: Flexible.

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