Senior Customer Service Representative

Clinical trials run at hundreds of sites, managed by our clinical operations group and CRO partners. Since 1980, the company has built manufacturing sites in Queensland and abroad.

Jackson Biologics is hiring for its Orders team in Rome. Full-time and part-time shifts available. This is a full-time remote role. We use an employer of record in Italy, so you get a proper employment contract, not a freelance agreement. You will need some overlap with Australian Eastern time in the mornings.

Day to day:

Call customers back on open issues within the promised timeframe. Complete required training and quality coaching sessions. Follow scripts and required disclosures on recorded lines. Escalate complaints that need a supervisor or another department. Meet targets for handle time, quality score and customer satisfaction. Process returns, exchanges, refunds and address changes. Answer inbound calls, live chats and emails from a queue.

Requirements:

5+ years of customer service, retail, hospitality or call centre experience. Clear speaking voice and good listening skills. Typing speed of at least 35 WPM. Basic computer skills (Windows, Outlook, web browsers). High school diploma or GED.

Nice to have:

Zendesk, Five9 or Genesys experience. Knowledge of e-commerce order systems such as Shopify.

Schedule: Four 10-hour shifts, rotating weekend day

Benefits:

Pay: €17,500-€21,000 per year

Monthly internet allowance. Paid sick days. Paid parental leave. Annual team retreat. Wellness allowance. Co-working space stipend. Performance bonus.

We will only contact shortlisted applicants.

Candidates must be eligible to work in Italy.

Start: Immediately.

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