Contact Centre Advisor

Position summary:

We are adding a Contact Centre Advisor to our Billing team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote within Pakistan. The team meets in Lahore once a quarter, travel covered. Good written English matters here, since most updates are written.

Job duties:

• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue

About you:

• 2-4 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills
• High school diploma or GED

Pay and benefits:

• Overtime pay

The company:

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. SC Labs employs 700 people across engineering hubs in Lahore and three other locations, building ERP software for mid-market manufacturers. Laptops are MacBook Pros, and you pick your own editor.

Tell us your notice period and what salary you are looking for.

This posting may close early if we receive enough applications.

Duration: 6 months. Start: Immediately.

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