CSR - Customer Support - Customer Service Representative - Night

PlanLab Solutions is looking for a motivated and customer-focused individual to join our team as a Customer Service Representative. This role involves being 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 root causes of customer issues and provide effective resolutions.
- Follow up with customers to ensure complete satisfaction and issue resolution.
- Process refunds, returns, exchanges, and order cancellations accurately.
- 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 professionally.
- Maintain accurate and up-to-date customer records within the CRM system.
- Provide product information, troubleshooting guidance, and general support.
- Escalate complex issues to the Team Lead and follow up until resolved.
- Stay informed on product and industry knowledge to deliver high-quality service.
- Collaborate effectively with the team 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 customers.
- Good problem-solving skills and the ability to think quickly.
- Ability to work independently and as part of a team.
- Basic computer and internet skills.
- Ability 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 spoken and written English is essential.
- Comfortable working with computers and various software applications.
- Fast and accurate typing skills are a plus.

Why Join Us?
- No sales targets, commissions, or pressure—focus solely on customer support.
- Stable night shift with fixed working hours.
- Opportunity to work with international clients and well-known brands.
- Gain hands-on experience with leading CRM tools in the industry.
- Friendly and supportive team environment fostering collaboration.

This is a full-time, contract position offering a monthly salary range of Rs35,000 to Rs55,000. The role requires on-site attendance during the night shift hours.

Applicants are encouraged to submit their resume along with a brief cover letter outlining their relevant experience and reasons for being a strong fit for this position. Please note that only shortlisted candidates will be contacted for an interview.

Application Questions:
- What is your current salary?
- What is your expected salary?
- Are you comfortable making outbound calls?
- Can you write emails and conduct live chat support?
- Are you available for the on-site night shift from 9:00 PM to 6:00 AM?

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