Senior Customer Service Advisor

We employ 920 people in operations, engineering, customer service and corporate roles. Our service territory covers most of Punjab.

The role:

This is a new role. The team has doubled in size over the past year. Margalla Energy is hiring for its Customer Care team in Lahore. Full-time and part-time shifts available. Remote position. Most of the team is in Lahore, but nobody is required to come in.

Key responsibilities:

Escalate complaints that need a supervisor or another department. Answer inbound calls, live chats and emails from a queue. Notice repeat problems and report them to your team lead. Call customers back on open issues within the promised timeframe. Update customer records accurately. Explain bills and payment options and take payments over the phone.

Qualifications:

5+ years of customer service, retail, hospitality or call centre experience. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Typing speed of at least 35 WPM. Comfortable using multiple screens and systems at the same time. Reliable attendance. Schedule adherence is tracked. Basic computer skills (Windows, Outlook, web browsers). High school diploma or GED.

Preferred qualifications:

Zendesk, Five9 or Genesys experience. Chat support experience. Experience handling escalations. Bilingual English and Spanish (pay differential).

Schedule: Four 10-hour shifts, rotating weekend day

Salary: PKR 41,000 - PKR 51,000 per month

What we offer:

Medical insurance. Provident fund. Paid leave. Overtime pay.

We are reviewing applications as they arrive, so apply early.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Margalla Energy (Pvt.) Ltd..