Customer Support Agent– Afternoon & Night Shifts

PlanLab Solutions is looking for dedicated Customer Support Specialists to join our team at the Model Town Link Road location in Lahore. This full-time position offers both afternoon and night shifts, each lasting nine hours. The role involves managing client support requests, maintaining accurate records within CRM systems, and ensuring timely resolution of customer inquiries. This is a purely customer support role with no sales, cold calling, or commission-based responsibilities. The work is on-site, and candidates must be willing to work the assigned shifts as scheduled.

Key Responsibilities
- Respond promptly to incoming support requests through CRM and ticketing platforms.
- Document, track, and update cases using helpdesk software such as Zendesk, Freshdesk, or Gorgias.
- Communicate clearly and professionally in English to understand user issues and provide effective solutions.
- Follow established internal workflows to ensure timely and accurate resolution of support tickets.
- Escalate complex or unresolved issues to the appropriate internal teams.
- Monitor pending tickets, conduct follow-ups, and efficiently close cases.
- Maintain data accuracy and uphold service quality while managing multiple tasks simultaneously.

Required Qualifications
- Strong written and verbal English communication skills.
- Basic proficiency in computer use, including internet navigation and Microsoft Office applications such as Excel.
- Detail-oriented with excellent organizational skills.
- Ability to work independently and reliably within assigned shift schedules.
- Problem-solving aptitude with the ability to prioritize tasks effectively.
- Flexibility to work afternoon or night shifts, including weekends when scheduled.
- Minimum education requirement: High School diploma or equivalent.

Preferred Qualifications and Benefits
- Previous experience in customer support, helpdesk, service desk, or administrative support roles is highly desirable.
- Hands-on experience with CRM platforms and ticketing systems is an advantage.
- Familiarity with SLA-driven or process-oriented support environments is preferred.
- Additional training or certification in customer support software or service operations will be considered a plus.
- Monthly salary range: Rs40,000 to Rs50,000.
- Work location is strictly on-site at the specified Lahore address.

Candidates should be prepared to discuss their current and expected salary, demonstrate their ability to write professional emails, conduct live chats, and handle outbound calls comfortably. Only those willing to work within the stated salary range and shift requirements are encouraged to apply. Interested individuals should submit an updated resume for consideration. Only shortlisted candidates will be contacted for further steps.