Senior Customer Service Advisor

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. We started in 2008 and have grown to about 890 people.

The role:

Looking for a Senior Customer Service Advisor who wants to stay somewhere for a while. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Fully remote. You can work from anywhere in Ireland. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities:

• Look up orders, accounts and shipping status in the CRM and order system.
• Notice repeat problems and report them to your team lead.
• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Call customers back on open issues within the promised timeframe.
• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.

What you need:

• Basic computer skills (Windows, Outlook, web browsers)
• Typing speed of at least 35 WPM.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.

Preferred:

• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.
• Prior billing or insurance call centre work.
• Bilingual English and Spanish (pay differential)

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

What you get:

• Health insurance for you and your family.
• Pension contribution.
• 25 days annual leave.

We may close the vacancy early if we receive a high number of applications.

Start: Immediately.

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