Customer Service Adviser, Remote

Our engineering group is split into roughly 60 product teams, each owning its services end to end, with on-call shared across time zones. More than 9,000 organisations use our HR and payroll suite, from regional hospitals to school districts. We started in 2010 and have grown to about 520 people.

About the role

The previous person in this role moved to another team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our team is spread across 6 countries. Headquarters is in Frisco. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Day to day

• Call customers back on open issues within the promised timeframe
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone
• Look up orders, accounts and shipping status in the CRM and order system
• Transfer calls to the right department with a warm handoff

What you need

• 2-4 years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Comfortable using multiple screens and systems at the same time
• High school diploma or GED

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Salary: PKR 130,000 to PKR 155,000 per month

Perks and benefits

• Paid parental leave
• Health insurance through our employer-of-record partner
• Co-working space stipend
• Annual salary review

Applications are reviewed on a rolling basis.

Please submit your CV in English.

Start: Within 30 days.

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