Senior Customer Service Representative

Who we are:

Thackeray Learning is a 2-person team producing custom e-learning for corporate clients. Voiceover is recorded in a closet studio lined with foam. Fridays are meeting-free.

The role:

This role opened up after a team member moved internally. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote, open to candidates across Iceland. Clear written English is a must, as the team works across time zones.

What you'll work on:

• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Meet targets for handle time, quality score and customer satisfaction
• Answer inbound calls, live chats and emails from a queue
• Explain bills and payment options and take payments over the phone

Requirements:

• 5-7 years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Must pass a background check

Nice to have:

• Zendesk, Five9 or Genesys experience

Pay and benefits:

• Occupational pension
• Overtime compensation
• Wellness allowance
• Five weeks of annual leave
• Employee stock options
• Flexible working hours

Let us know your current notice period and salary expectations.

Start: Within 30 days.

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