Customer Service Adviser

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

The role:

Our team is growing and we are hiring a Customer Service Adviser. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. We are headquartered in Charlotte and have been hiring remotely since 2020. Employment is through our payroll partner in Pakistan. Salary is paid monthly in Pakistani rupees. You will need at least 4 hours of overlap with US Eastern time.

What you'll do:

Look up orders, accounts and shipping status in the CRM and order system. Document every interaction in Zendesk or Salesforce Service Cloud. Notice repeat problems and report them to your team lead. Escalate complaints that need a supervisor or another department. Call customers back on open issues within the promised timeframe. Answer inbound calls, live chats and emails from a queue. Update customer records accurately.

Qualifications:

3-5 years of customer service, retail, hospitality or call centre experience. Comfortable using multiple screens and systems at the same time. High school diploma or GED. Basic computer skills (Windows, Outlook, web browsers). For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Clear speaking voice and good listening skills.

Salary: PKR 105,000 - PKR 125,000 a month

What we offer:

Public holidays observed per your country. Annual team retreat. Monthly internet allowance. Health insurance through our employer-of-record partner. 20 days paid time off. Paid parental leave. Performance bonus.

Start: Within 30 days.

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