Senior Customer Service Advisor, Remote

Job Title: Senior Customer Service Advisor, Remote

Location: Remote (New Zealand)

Salary: $27.00 - $32.50 an hour

Hours: Monday to Friday, 11:00 AM to 7:30 PM

Contract: Full-time, permanent

Started by a former school district network admin in 2018, the business has grown almost entirely through referrals. No call centre and no offshore help desk. When clients call, one of us picks up. Founded in 2018, we now have 26 employees.

The position:

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in New Zealand. We have no office requirement. Strong written English is important, since much of our work is async.

In this role you will:

• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.

About you:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Clear speaking voice and good listening skills.
• Must pass a background check.

Perks and benefits:

• KiwiSaver contributions.
• Five weeks annual leave after the first year.
• Employee assistance programme.
• Paid overtime.

You must have the right to work in New Zealand.

Applications close when we find the right person.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chen Tech Support.