Senior Customer Service Advisor - Remote

Hemlockgate manages assets for more than 200,000 clients through 120 offices. Institutional clients include pension funds, endowments and insurance companies.

The role:

Hemlockgate is hiring for its Returns team in Milan. Full-time and part-time shifts available. Fully remote. You can work from anywhere in Italy. Most communication happens in Slack, with short video calls when needed.

Key responsibilities:

• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Process returns, exchanges, refunds and address changes.
• 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.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Required qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

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

Pay and benefits:

• Private health insurance.
• Overtime paid.
• Remote work allowance.
• Paid training.
• Life insurance.

If you are shortlisted, we will reach out to set up a first call.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hemlockgate S.r.l..