Senior Customer Service Advisor

Company overview

Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

The role

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our team is spread across 12 countries. Headquarters is in Carmel. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. Core hours are 9:00 AM to 1:00 PM US Eastern. We talk mostly in Slack and hop on quick calls when something needs discussing.

Main duties

• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions

Minimum qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift

Nice to have

• Bilingual English and Spanish (pay differential)

Schedule: Four 10-hour shifts, rotating weekend day

Perks and benefits

Salary range: ₹11,00,000 - ₹13,00,000 per annum

• Public holidays observed per your country
• Paid parental leave
• Annual salary review
• Co-working space stipend
• 24 days paid time off
• Performance bonus

Candidates must be eligible to work in India.

Only shortlisted candidates will be contacted.

Start: Immediately.

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