Customer Service Adviser

We process billions of card transactions a year for merchants, banks and software platforms. Institutional clients include pension funds, endowments and insurance companies. Founded in 1937, we now have 680 employees. The office closes early the day before major holidays.

About the role:

The previous person in this role moved to another team. The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our team is spread across 20 countries. Headquarters is in New York City. 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 4 hours of overlap with US Eastern time. Good written English matters here, since most updates are written.

Essential duties and responsibilities:

• Transfer calls to the right department with a warm handoff.
• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.

Minimum qualifications:

• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Preferred:

• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.
• Chat support experience.

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

Pay: PKR 94,000 - PKR 130,000 a month

Perks and benefits:

• Paid parental leave.
• 20 days paid time off.
• Home office setup budget.
• Wellness allowance.
• Public holidays observed per your country.

We are reviewing applications as they arrive, so apply early.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gilchrist Investment Partners LLC.