Contact Centre Advisor

Our commercial banking group lends to manufacturers, health systems and real estate developers. Cash audits are unannounced, and balancing to the penny is expected.

The role:

First Margalla Bank has an opening for a Contact Centre Advisor. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote position. Most of the team is in Karachi, but nobody is required to come in.

Duties:

• Escalate complaints that need a supervisor or another department
• Transfer calls to the right department with a warm handoff
• Complete required training and quality coaching sessions
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue

Required qualifications:

• 3+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Typing speed of at least 35 WPM
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills

Preferred:

• Chat support experience
• Prior billing or insurance call centre work
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits:

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

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Margalla Bank.