Senior Customer Service Advisor

Who we are:

PB Computer Services is a small IT shop: the owner, four technicians and a part-time office manager.

What this job is:

We are adding a Senior Customer Service Advisor to our operations team. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The company is based in Canberra, Australia. Our team works from several countries. This is a full-time remote role. We use an employer of record in Brazil, so you get a proper employment contract, not a freelance agreement. You will need some overlap with Australian Eastern time in the mornings. Most communication happens in Slack, with short video calls when needed.

In your first few months you will:

• Look up orders, accounts and shipping status in the CRM and order system.
• Process returns, exchanges, refunds and address changes.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Complete required training and quality coaching sessions.

Requirements:

• Must pass a background check.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Basic computer skills (Windows, Outlook, web browsers)

Preferred:

• Experience handling escalations.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

Pay and benefits:

• Wellness allowance.
• Public holidays observed per your country.
• Co-working space stipend.
• Monthly internet allowance.
• Equity.
• 24 days paid time off.
• Paid parental leave.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at PB Computer Services.