Senior Customer Service Advisor

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.

The position:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Employment is through our payroll partner in India. Salary is paid monthly in Indian rupees. Core hours are 10:00 AM to 4:00 PM UK time. A stable internet connection and a backup power option are required.

Your responsibilities:

• Escalate complaints that need a supervisor or another department
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Follow scripts and required disclosures on recorded lines

What you'll need:

• 6+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)

What you get:

Pay: ₹11,50,000 - ₹13,00,000 per year

• Annual team retreat
• Annual learning budget
• Paid sick days
• Health insurance through our employer-of-record partner
• Company laptop
• Wellness allowance

Start: Immediately.

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