Senior Customer Service Representative

Regional offices in London and five other cities support agents and policyholders. Catastrophe teams deploy adjusters within days of a major storm. Founded in 1988, we now have 4,900 employees. Most of the office has been here more than ten years.

Overview

Our team is growing and we are hiring a Senior Customer Service Representative. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. We are headquartered in London and have been hiring remotely since 2020. We hire in Mexico through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Working hours overlap with UK business hours. Day-to-day communication is in Slack and Google Meet.

Day to day

• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Transfer calls to the right department with a warm handoff
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time

Nice to have

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

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay: MXN 34,000 - MXN 43,000/month

Pay and benefits

• 20 days paid time off
• Flexible hours
• Company laptop
• Annual learning budget
• Paid parental leave
• Monthly internet allowance

Please submit your CV in English.

Candidates must be eligible to work in Mexico.

Start: Within 30 days.

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