CSR

Customer Service Representative (CSR) – Remote

Location: Lahore, Pakistan
Job Type: Full-Time
Work Mode: Remote / Work From Home
Shift: Canadian business hours / Evening & Night shift in Pakistan

About the Role

We are looking for a professional Customer Service Representative (CSR) based in Lahore to work remotely and support our Canada operations.

You will communicate with customers across Canada by phone and live chat, book service appointments, answer customer questions, and coordinate job assignments with our service workers located across Canada.

Excellent English communication skills are mandatory.

Key Responsibilities

• Answer incoming phone calls from customers in Canada.
• Respond to customers through our website live chat.
• Communicate with customers professionally, clearly, and courteously.
• Understand customer requirements and service needs.
• Provide accurate information about our services.
• Book and schedule customer appointments.
• Enter customer and booking information into our online system.
• Assign jobs to available workers across Canada.
• Coordinate appointment times between customers and workers.
• Provide workers with job details and customer information.
• Update job status in the online system.
• Handle appointment changes, cancellations, and rescheduling.
• Follow up with customers when required.
• Answer customer questions through phone and live chat.
• Handle basic customer complaints and resolve issues professionally.
• Coordinate with the operations team regarding ongoing jobs.
• Maintain accurate customer and job records.

Required Skills & Qualifications

• Excellent spoken and written English is mandatory.
• Clear, confident, and professional telephone communication.
• Strong written communication skills for live chat.
• Excellent customer service skills.
• Previous call center or customer service experience preferred.
• Appointment booking experience is an asset.
• Dispatching or field-service coordination experience is an asset.
• Good computer skills.
• Comfortable using online booking, chat, and dispatch software.
• Strong organizational and multitasking skills.
• Excellent attention to detail.
• Good problem-solving skills.
• Professional, friendly, and positive attitude.
• Ability to work independently.

Remote Work Requirements

• Must be located in Lahore, Pakistan.
• Must have a reliable and stable high-speed internet connection.
• Must have their own reliable computer or laptop.
• Quiet and professional home working environment.
• Good-quality headset and microphone.
• Backup internet/power is preferred.
• Must be comfortable working Canadian hours, which may require evening or night shifts in Lahore.
• Must be available and punctual during scheduled working hours.

Experience That Is an Asset

Experience in any of the following is preferred:

• Customer Service Representative
• Call Center Representative
• Appointment Setter
• Dispatcher
• Live Chat Support
• Customer Support
• Receptionist
• Field Service Coordinator
• Home Service Booking
• Cleaning Service Dispatch
• Automotive Service Dispatch
• Moving Service Dispatch

Ideal Candidate

We are looking for someone who is reliable, professional, organized, and confident in both phone and written communication.

The successful candidate should be comfortable handling multiple customers, answering calls and live chats, booking appointments, and coordinating Canadian workers while working independently from home.

Excellent English communication skills are a must.

• Respond promptly and professionally to customer inquiries through multiple support channels.
• Utilize customer relationship management (CRM) software to track and manage customer interactions.
• Listen actively to customer concerns and provide accurate, empathetic solutions.
• Maintain up-to-date knowledge of company products and services to assist customers effectively.
• Document customer interactions and transactions accurately and thoroughly.
• Identify recurring customer issues and communicate feedback to relevant internal teams for improvement.
• Manage customer support tools to deliver seamless service and track performance metrics.
• Ensure compliance with company policies, data confidentiality, and customer privacy standards.
• Work flexible hours to support Canadian business hours, including evening and night shifts as needed.
• Create a quiet and professional home environment conducive to focused and distraction-free work.
• Contribute positively to team meetings and provide insights to enhance the customer service process.