Customer Service Adviser

Karachi Data employs 770 people across engineering hubs in Karachi and three other locations, building ERP software for mid-market manufacturers. Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The role:

We're looking for a Customer Service Adviser to join our team. This is a remote role. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote within Pakistan. The team meets in Karachi once a quarter, travel covered. A stable internet connection and a backup power option are required.

Main duties:

Look up orders, accounts and shipping status in the CRM and order system. Explain bills and payment options and take payments over the phone. Process returns, exchanges, refunds and address changes. Transfer calls to the right department with a warm handoff. Meet targets for handle time, quality score and customer satisfaction. Follow scripts and required disclosures on recorded lines. Document every interaction in Zendesk or Salesforce Service Cloud. Answer inbound calls, live chats and emails from a queue.

Qualifications:

3+ years of customer service, retail, hospitality or call centre experience. Comfortable using multiple screens and systems at the same time. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Typing speed of at least 35 WPM. Reliable attendance. Schedule adherence is tracked. Basic computer skills (Windows, Outlook, web browsers).

Preferred qualifications:

Prior billing or insurance call centre work. Chat support experience. Bilingual English and Spanish (pay differential). Experience handling escalations.

Rate: PKR 57,000-PKR 76,000 per month

What we offer:

Medical insurance. Provident fund. Paid leave. Life insurance. Overtime pay. Two bonuses a year.

Only shortlisted candidates will be contacted.

Start: Immediately.

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