Customer Service Representative - Night shift

PlanLab Solutions is looking for a motivated and customer-focused individual to join our team as a Customer Service Representative. This role serves as the primary point of contact for our international clients, providing exceptional support through chat, email, and phone. The position is based at our Model Town Link Road office in Lahore and requires working the night shift from 9:00 PM to 6:00 AM.

Key Responsibilities:
- Professionally handle customer inquiries via email, live chat, and phone.
- Manage and respond to tickets using CRM and helpdesk platforms such as Gorgias, Zendesk, Freshdesk, or HubSpot.
- Identify the root cause of customer issues and complaints, providing effective solutions to resolve them.
- Follow up with customers to ensure their concerns are fully addressed and satisfaction is achieved.
- Accurately process refunds, returns, exchanges, and order cancellations.
- Track orders and provide real-time shipping updates using platforms like Shopify, WooCommerce, or Amazon Seller Central.
- Manage and moderate social media ad comments and direct messages with professionalism.
- Maintain accurate and updated customer records within the CRM system.
- Provide product information, troubleshooting assistance, and general support.
- Escalate complex issues to the Team Lead when necessary and ensure timely resolution.
- Stay informed about product updates and industry trends to deliver high-quality service.
- Collaborate effectively with team members to ensure smooth daily operations.

Required Qualifications:
- Excellent written and verbal communication skills in English.
- Strong customer service orientation with the ability to empathize with clients.
- Good problem-solving skills and the ability to think quickly under pressure.
- Ability to work independently as well as part of a team.
- Basic computer literacy and internet navigation skills.
- Capability to multitask and prioritize workload efficiently.
- Flexibility to work night shifts, including weekends and holidays.
- Minimum education requirement: High school diploma or equivalent.

Preferred Qualifications and Benefits:
- Previous experience in a call center or customer support role via chat or email is advantageous.
- Familiarity with CRM or helpdesk software is preferred.
- Proficiency in typing with speed and accuracy is a plus.
- Comfortable working with various computer applications and software.
- This role involves no sales targets or commission pressures, focusing solely on customer support.
- Stable night shift hours with fixed timing.
- Opportunity to work with international clients and well-known brands.
- Gain hands-on experience with industry-leading CRM tools.
- Join a friendly and supportive team environment.

This is a full-time, contract position offering a monthly salary range of Rs35,000 to Rs55,000. Candidates must be available for on-site work during the specified night shift hours.

Applicants are encouraged to submit their resume along with a brief cover letter outlining relevant experience and explaining why they are a strong fit for this role. Only shortlisted candidates will be contacted for interviews.

Application Questions:
- What is your current salary?
- What are your salary expectations?
- Are you comfortable making outbound calls?
- Can you handle email correspondence and live chat support?
- Are you available to work the on-site night shift from 9:00 PM to 6:00 AM?

Work location: On-site at Model Town Link Road, Lahore.