Customer Service Advisor

We are seeking a Customer Service Advisor to join our fully remote team. In this role, you will manage incoming customer inquiries related to services, order updates, and next steps, providing clear and helpful responses. Your daily tasks include handling calls from customers and following up on pending issues using a CRM system. You will listen carefully to concerns, explain appropriate solutions, and keep customers informed when further investigation is needed. Working closely with your team lead, you will receive guidance and support to handle more complex questions. This position offers a monthly base salary with additional bonus opportunities.

Key Responsibilities:
- Manage customer call queues and follow-up lists using CRM tools such as Zendesk.
- Handle incoming and outgoing calls via business phone systems like Dialpad, introducing yourself professionally and explaining the purpose of your call.
- Listen attentively without interrupting, ask concise questions to clarify concerns, and verify missing details before offering solutions.
- Use an approved knowledge base to explain services, order statuses, and next steps in a simple and relevant manner.
- Resolve straightforward issues during calls and confirm with customers that their questions have been answered satisfactorily. Maintain composure when dealing with upset or hurried customers.
- Document each customer interaction thoroughly, including questions, responses, and next steps, ensuring notes are clear for team members.
- Escalate unresolved issues to the team lead with a brief summary of actions taken.
- Follow up with customers awaiting updates, confirm resolution, and close cases appropriately.
- Identify and mark incorrect numbers, duplicates, or customers who request no further contact, keeping the customer list organized for future follow-up.
- Share daily call statistics and common inquiries with the team, participate in call practice sessions, and apply coaching feedback to improve performance.
- Maintain quality standards through accurate documentation, polite communication, timely follow-ups, and complete customer records.

Required Qualifications:
- Proficient spoken and written English, as most customers are based in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity.
- No prior experience required, though customer service or phone support experience is preferred.
- Willingness to adhere to call scripts, learn service details, and use approved responses rather than guessing.
- Ability to navigate customer record systems and phone tools, including entering notes and reviewing past conversations.
- Strong communication skills to explain services clearly, ask relevant questions, and ensure customer understanding.
- Attention to detail when recording notes, scheduling follow-ups, and verifying customer information.
- Patience and a calm, respectful demeanor when handling repeated questions or frustrated customers.
- A quiet, private workspace suitable for taking calls without interruptions.

Preferred Qualifications and Benefits:
- Fully remote work arrangement allowing you to work from home while staying connected with your team.
- Structured onboarding and training on CRM platforms like Zendesk and phone systems such as Dialpad.
- Regular check-ins with the team lead to discuss questions, track progress, and receive constructive feedback.
- Opportunities for growth within the team as you develop service knowledge and enhance your communication skills.
- Bonus incentives based on performance.

This role offers a competitive monthly salary ranging from PKR 60,940 to PKR 146,550, plus bonus opportunities. If you are committed to delivering excellent customer service and eager to grow in a supportive remote environment, we encourage you to apply.