Senior Customer Service Advisor

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. SC Labs employs 700 people across engineering hubs in Lahore and three other locations, building ERP software for mid-market manufacturers. Laptops are MacBook Pros, and you pick your own editor.

Job summary

The role is new and comes from growth in our client base. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote within Pakistan. The team meets in Lahore once a quarter, travel covered. Day-to-day communication is in Slack and Google Meet.

In this role you will

• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Answer inbound calls, live chats and emails from a queue

Minimum qualifications

• 6+ years of customer service, retail, hospitality or call centre experience
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• Comfortable using multiple screens and systems at the same time
• Must pass a background check
• High school diploma or GED

Nice to have

• Zendesk, Five9 or Genesys experience
• Chat support experience
• Prior billing or insurance call centre work
• Experience handling escalations

Salary: PKR 41,000 - PKR 48,000 pcm

Perks and benefits

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

Tell us your notice period and what salary you are looking for.

We will only contact shortlisted applicants.

Start: Immediately.

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