Contact Centre Advisor

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Product, engineering and support teams work out of offices in Karachi, Sindh and two nearshore delivery centres. Founded in 2014, we now have 210 employees.

Position summary:

DPB Data is looking for a Contact Centre Advisor to join a small, steady team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote, open to candidates across Pakistan.

Main duties:

• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Answer inbound calls, live chats and emails from a queue
• Look up orders, accounts and shipping status in the CRM and order system

Minimum qualifications:

• 2-4 years of customer service, retail, hospitality or call centre experience
• Able to sit at a workstation and wear a headset for a full shift
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Why work with us:

• Medical insurance
• Provident fund
• Paid leave
• Overtime pay
• Two bonuses a year

Please submit your CV in English.

We are reviewing applications as they arrive, so apply early.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at DPB Data.