Customer Service Adviser

Position summary:

This role opened up after a team member moved internally. 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. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET.

In this role you will:

• Call customers back on open issues within the promised timeframe
• Answer inbound calls, live chats and emails from a queue
• Look up orders, accounts and shipping status in the CRM and order system
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• 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

Qualifications:

• Must pass a background check
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)

Bonus points:

• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call centre work
• Chat support experience

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

Benefits:

Compensation: PKR 150,000-PKR 190,000 per month

• Paid parental leave
• 20 days paid time off
• Monthly internet allowance
• Annual salary review
• Paid sick days

Who we are:

We employ 3,600 people in stores, distribution centres and our support office. Private label products make up about a third of sales.

Due to the number of applications, only shortlisted candidates will be contacted.

Start: Immediately.

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