Senior Customer Service Representative

We process billions of card transactions a year for merchants, banks and software platforms. Headquartered in Jerusalem, the company runs operations centres in Jerusalem District and two other locations.

Job summary

This role opened up after a team member moved internally. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in Jerusalem, Israel. The team is distributed across several countries. Employment is through our payroll partner in Brazil. Salary is paid monthly in reais. Working hours overlap with Central European Time. Please make sure you have a quiet place to work and a solid internet connection.

Responsibilities

• Follow scripts and required disclosures on recorded lines
• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud

Required qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• High school diploma or GED
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Bonus points

• Zendesk, Five9 or Genesys experience
• Knowledge of e-commerce order systems such as Shopify
• Experience handling escalations

Schedule: Four 10-hour shifts, rotating weekend day

Perks and benefits

• Health insurance through our employer-of-record partner
• Wellness allowance
• Two weeks of paid leave at year end
• Paid sick days

Start: Within 30 days.

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