Senior Customer Service Advisor

Peak season hiring adds several thousand seasonal workers each fall. Our fulfillment centres ship millions of e-commerce orders each month. Climate-controlled building, which matters in August.

Job summary:

Our team is growing and we are hiring a Senior Customer Service Advisor. 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 Portugal. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day:

• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Meet targets for handle time, quality score and customer satisfaction

Qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time

Preferred:

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

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

Pay: €470 - €580 per month

Why work with us:

• Private health insurance
• Paid training
• Remote work allowance
• Training budget

Candidates must be eligible to work in Portugal.

Start: Within 30 days.

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