Senior Customer Service Advisor, Remote

We produce podcasts, video series and branded content for brands and streaming platforms. Video production includes documentaries, commercials and corporate training video. We started in 1992 and have grown to about 60 people.

The role:

This is a new role. The team has doubled in size over the past year. Rowanshore Media is hiring for its Member Services team in Karachi. Full-time and part-time shifts available. Our team is spread across 20 countries. Headquarters is in Dublin. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. You will need to be available during UK office hours, at least until 3:00 PM GMT. Please make sure you have dependable internet and backup power.

Job duties:

• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines

Qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• Able to sit at a workstation and wear a headset for a full shift
• High school diploma or GED

Bonus points:

• Chat support experience
• Bilingual English and Spanish (pay differential)

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Benefits:

• Co-working space stipend
• Wellness allowance
• Annual salary review
• Flexible hours
• Public holidays observed per your country
• Annual team retreat
• Company laptop

Include your expected salary and earliest start date with your application.

This posting may close early if we receive enough applications.

Start: Within 30 days.

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