Senior Customer Service Advisor

About us

Our counter staff know what most customers need before they ask. Founded in 1978, we now have 16 employees.

Northwest Wholesale is hiring for its operations team in Mumbai. Full-time and part-time shifts available. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Billings and have been hiring remotely since 2020. Contract role, full-time hours, paid in USD at the end of each month. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT. Reliable internet and a power backup are a must.

Day to day

• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately
• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Escalate complaints that need a supervisor or another department

What you'll need

• 7+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time

Pluses

• Bilingual English and Spanish (pay differential)
• Experience handling escalations

What you get

• Paid time off
• Long-term engagement
• Monthly payments via wire transfer or Wise

Please submit your CV in English.

Duration: 6 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Northwest Wholesale LLC.