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.

The position

Trestlecrest has an opening for a Senior Customer Service Advisor. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Our headquarters is in Bhubaneswar, and about a third of the team works remotely from other countries. We hire in Pakistan through an employer of record, so this is a regular full-time job with local payroll and statutory benefits.

Job duties

• Transfer calls to the right department with a warm handoff
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• 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

Required qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time
• Must pass a background check

Preferred qualifications

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

Schedule: Four 10-hour shifts, rotating weekend day

Salary range: PKR 180,000 - PKR 225,000 a month

What we offer

• Two weeks of paid leave at year end
• Monthly internet allowance
• Annual team retreat
• Wellness allowance
• Public holidays observed per your country

Please submit your CV in English.

Start: Immediately.

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