Senior Customer Service Advisor

Since 1999, the platform has grown to more than 5,000 corporate customers. Thatcher Learning serves more than 10 million learners across schools, universities and businesses.

About the role

The previous person in this role moved to another team. Thatcher Learning is hiring for its Returns team in Jaffna. Full-time and part-time shifts available. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 4 hours of overlap with US Central time. You will write a lot of updates, so clear written English is important.

Main duties

• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Notice repeat problems and report them to your team lead
• Explain bills and payment options and take payments over the phone
• Document every interaction in Zendesk or Salesforce Service Cloud

What you need

• 5+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Must pass a background check

Nice to have

• Prior billing or insurance call centre work
• Zendesk, Five9 or Genesys experience
• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)

Schedule: Four 10-hour shifts, rotating weekend day

Compensation and benefits

• Flexible hours
• Paid in USD
• Paid time off
• Annual rate review

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Thatcher Learning Inc..