Senior Customer Service Advisor, Remote

Commercial lines, personal lines and specialty programs are run as separate business units. Agents, brokers and direct customers all buy through our platforms, with policy administration on Guidewire. Most of the office has been here more than ten years.

Role overview

Chestnutford Insurance is hiring for its Member Services team in Karachi. Full-time and part-time shifts available. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This role is fully remote within Pakistan.

Duties

• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Call customers back on open issues within the promised timeframe.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.

What you need

• 7+ years of customer service, retail, hospitality or call centre experience.
• Reliable attendance. Schedule adherence is tracked.
• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.

Preferred

• Prior billing or insurance call centre work.
• Chat support experience.
• Zendesk, Five9 or Genesys experience.

Benefits

• Medical insurance.
• Provident fund.
• Paid leave.
• Overtime pay.
• Life insurance.
• Two bonuses a year.

Shortlisted candidates will hear from us within two weeks.

Start: Immediately.

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