Senior Customer Service Advisor

Headquartered in Bhubaneswar, the company runs operations centres in Odisha and two other locations. We process billions of card transactions a year for merchants, banks and software platforms.

Position summary

Looking for a Senior Customer Service Advisor who wants to stay somewhere for a while. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Bhubaneswar, but nobody is required to come in.

Job duties

• Meet targets for handle time, quality score and customer satisfaction
• 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
• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes

What you need

• 7+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• High school diploma or GED
• Typing speed of at least 35 WPM
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred

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

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

What we offer

• Health insurance for you and your family
• Provident fund
• Paid leave

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Flexible.

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