Senior Customer Service Representative

Our transportation department runs more than 400 bus routes a day. Scuola Adriatica is a public school district with more than 40,000 students and 780 employees. Teachers work 187 days a year, with summers off.

Position summary:

This is a newly created position. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote, open to candidates across Italy. We ship you a laptop and accessories before your first day.

Main duties:

• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.
• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call centre experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Must pass a background check.

Nice to have:

• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Salary: €15,000 - €17,500 per year

What we offer:

• Private health insurance.
• Training budget.
• Meal vouchers.
• Life insurance.
• Flexible remuneration plan.

Applications are reviewed weekly.

Start: Immediately.

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