Senior Customer Service Advisor

Mergers with neighboring utilities over the decades have doubled the service territory. Generation includes natural gas, nuclear, wind and solar plants. Line workers go through a four-year apprenticeship.

ABOUT THE ROLE

The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote. You can work from anywhere in India. A quiet workspace and good internet are required.

KEY RESPONSIBILITIES

• Document every interaction in Zendesk or Salesforce Service Cloud.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Process returns, exchanges, refunds and address changes.

MINIMUM QUALIFICATIONS

• 5+ years of customer service, retail, hospitality or call centre experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.

NICE TO HAVE

• Experience handling escalations.
• Zendesk, Five9 or Genesys experience.
• Bilingual English and Spanish (pay differential)

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

Salary: ₹5-7 LPA

PERKS AND BENEFITS

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Meal coupons.
• Gratuity.
• Internet reimbursement.

Start: Flexible.

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