Senior Customer Service Advisor

Video production is done in-house, from scripting through shoot and edit.

Kellam & Co. is hiring for its Orders team in Karachi. Full-time and part-time shifts available. You can work from home anywhere in Pakistan. We have no office requirement. A quiet workspace and good internet are required.

Essential duties and responsibilities

• Follow scripts and required disclosures on recorded lines.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.
• Meet targets for handle time, quality score and customer satisfaction.
• Complete required training and quality coaching sessions.

Required qualifications

• 7+ years of customer service, retail, hospitality or call centre experience.
• Typing speed of at least 35 WPM.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.

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

Compensation and benefits

Salary range: PKR 66,000 - PKR 81,000 a month

• Medical insurance.
• Provident fund.
• Paid leave.

Candidates must be eligible to work in Pakistan.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kellam & Co..