Senior Customer Service Advisor

Since 1972, the firm has grown through acquisitions of independent advisory practices. We process billions of card transactions a year for merchants, banks and software platforms.

Position summary

The role is new and comes from growth in our client base. Conseil Ouest is hiring for its Billing team in Lahore. Full-time and part-time shifts available. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Working hours overlap with Central European Time. A stable internet connection and a backup power option are required.

Your responsibilities

• Process returns, exchanges, refunds and address changes.
• Escalate complaints that need a supervisor or another department.
• Explain bills and payment options and take payments over the phone.
• Notice repeat problems and report them to your team lead.
• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.

You'll need

• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Able to sit at a workstation and wear a headset for a full shift.

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

What we offer

PKR 175,000 - PKR 215,000 per month

• 20 days paid time off.
• Public holidays observed per your country.
• Flexible hours.
• Annual learning budget.
• Performance bonus.
• Company laptop.

Applications are reviewed on a rolling basis.

The posting will close once we have a strong shortlist.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Conseil Ouest SARL.