Senior Customer Service Advisor - Remote

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

Role overview:

Looking for a Senior Customer Service Advisor - Remote who wants to stay somewhere for a while. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Our headquarters is in London, and about a third of the team works remotely from other countries. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. Working hours overlap with UK business hours.

Responsibilities:

• Notice repeat problems and report them to your team lead
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately

Required qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED

Nice to have:

• Experience handling escalations
• Chat support experience
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

• Health insurance through our employer-of-record partner
• Annual salary review
• Co-working space stipend
• Paid sick days
• Performance bonus
• Company laptop
• Annual team retreat

The posting will close once we have a strong shortlist.

Start: Immediately.

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