Contact Centre Advisor

Retail stores, field technicians and customer care all report into regional operations teams. We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Safety meetings are every Monday at 7 a.m., before trucks roll.

Job summary

Tri-County Fiber is hiring a Contact Centre Advisor to work remotely from Pakistan. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in Huntington Beach, the US. Our team works from several countries. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. You will need at least 3 hours of overlap with US Pacific time. You will need a stable internet connection and a backup power source (UPS or inverter).

Responsibilities

• Look up orders, accounts and shipping status in the CRM and order system.
• Escalate complaints that need a supervisor or another department.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.
• Answer inbound calls, live chats and emails from a queue.

What you need

• Clear speaking voice and good listening skills.
• 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)
• Reliable attendance. Schedule adherence is tracked.

Nice to have

• Chat support experience.
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify.

Salary range: PKR 145,000 to PKR 200,000 per month

Perks and benefits

• Annual team retreat.
• Annual learning budget.
• 24 days paid time off.
• Paid parental leave.

Please submit your CV in English.

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 Tri-County Fiber Inc..