Senior Customer Service Representative

About the role

Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Falcon Advisors is hiring for its Returns team in Brasília. Full-time and part-time shifts available. The company is based in Dubai, the UAE. Our team works from several countries. Employment is through our payroll partner in Brazil. Salary is paid monthly in reais. You will work Dubai business hours, Monday to Friday. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities

• Document every interaction in Zendesk or Salesforce Service Cloud
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Look up orders, accounts and shipping status in the CRM and order system
• Explain bills and payment options and take payments over the phone
• Complete required training and quality coaching sessions
• Update customer records accurately

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED

Also helpful

• Chat support experience
• Knowledge of e-commerce order systems such as Shopify

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

Why work with us

• Flexible hours
• Annual team retreat
• Annual salary review
• Company laptop

About Falcon Advisors

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the UAE. We started in 1996 and have grown to about 4,900 people.

Please mention your notice period and expected salary.

Candidates must be eligible to work in Brazil.

Start: Immediately.

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