Senior Customer Service Advisor

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Headquartered in Karachi since 2002, the company now sells in 40 countries and supports customers in 11 languages.

THE ROLE:

Our team is growing and we are hiring a Senior Customer Service Advisor. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote, open to candidates across Pakistan. Please make sure you have a quiet place to work and a solid internet connection.

DUTIES:

Explain bills and payment options and take payments over the phone. Answer inbound calls, live chats and emails from a queue. Complete required training and quality coaching sessions. Process returns, exchanges, refunds and address changes. Notice repeat problems and report them to your team lead. Follow scripts and required disclosures on recorded lines. Escalate complaints that need a supervisor or another department.

QUALIFICATIONS:

Comfortable using multiple screens and systems at the same time. Clear speaking voice and good listening skills. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Typing speed of at least 35 WPM. Reliable attendance. Schedule adherence is tracked.

PREFERRED:

Experience handling escalations. Chat support experience. Zendesk, Five9 or Genesys experience.

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

Salary: PKR 74,000 - PKR 96,000 per month

COMPENSATION AND BENEFITS:

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

Due to the number of applications, only shortlisted candidates will be contacted.

Please mention your notice period and expected salary.

Start: Immediately.

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