Senior Customer Service Advisor

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 are backfilling a position after an internal move. The Senior Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. This role is fully remote within Pakistan. Day-to-day communication is in Slack and Google Meet.

Duties

• Meet targets for handle time, quality score and customer satisfaction
• 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
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue

Required qualifications

• 5+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Nice to have

• Chat support experience
• Zendesk, Five9 or Genesys experience

Pay and benefits

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

Start: Immediately.

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