Contact Centre Advisor

About us:

Customers walk in to pay bills and ask about service. Karakoram Power is a small municipal utility with 41 employees.

We're looking for a Contact Centre Advisor to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Rawalpindi, but nobody is required to come in.

Main duties:

• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.
• Process returns, exchanges, refunds and address changes.
• Transfer calls to the right department with a warm handoff.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.

Skills and experience:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Comfortable using multiple screens and systems at the same time.

Preferred qualifications:

• Zendesk, Five9 or Genesys experience.
• Chat support experience.

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

Benefits:

Rate: PKR 55,000 - PKR 63,000 per month

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

This posting may close early if we receive enough applications.

Start: Immediately.

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