Senior Customer Service Advisor

The previous person in this role moved to another team. Sumacset & Co. is hiring for its Orders team in Chandigarh. Full-time and part-time shifts available. Remote within India. The team meets in Mumbai once a quarter, travel covered. A stable internet connection and a backup power option are required.

Main duties:

• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.

Skills and experience:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Able to sit at a workstation and wear a headset for a full shift.
• High school diploma or GED.
• Basic computer skills (Windows, Outlook, web browsers)

Bonus points:

• Chat support experience.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

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

Perks and benefits:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Overtime pay.
• Gratuity.
• Accommodation provided.

About Sumacset & Co.:

New business pitches happen several times a month.

We may close this posting early once we have enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sumacset & Co. LLP.