Senior Customer Service Advisor

Mehran Electric Cooperative is an electric cooperative delivering power to rural homes, farms and businesses. Vegetation management crews keep rights-of-way clear around power lines. Line workers go through a four-year apprenticeship.

Position summary:

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote within Pakistan. The team meets in Karachi once a quarter, travel covered. A stable internet connection and a backup power option are required.

Duties:

• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Follow scripts and required disclosures on recorded lines
• Escalate complaints that need a supervisor or another department

Skills and experience:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked

Nice to have:

• Zendesk, Five9 or Genesys experience
• Experience handling escalations

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Why work with us:

PKR 69,000 - PKR 89,000 a month

• Medical insurance
• Provident fund
• Paid leave

Please include your notice period and salary expectations.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Mehran Electric Cooperative.