Customer Service Team Leader

Job summary:

We are adding a Customer Service Team Leader to our Billing team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote within Pakistan. The team meets in Lahore once a quarter, travel covered. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties:

• Call customers back on open issues within the promised timeframe.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Notice repeat problems and report them to your team lead.
• Look up orders, accounts and shipping status in the CRM and order system.

Qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay and benefits:

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

Company overview:

Bajwa Memorial Hospital is an acute care hospital with emergency, surgical, ICU, labour and delivery and inpatient rehab services. Founded in 1988, we now have 100 employees.

Shortlisted candidates will hear from us within two weeks.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bajwa Memorial Hospital.