Contact Center Advisor (Remote)

About the role

This is a fully remote Contact Center Advisor position based in Pakistan, working from home with a customer service team lead who supports decisions and coaches on difficult conversations. The role handles customer questions about order changes and service problems, giving clear explanations and practical steps. It pays a monthly base salary of PKR 62,590 to 146,400 plus bonus opportunities.

Key responsibilities

• Review customer questions and planned callbacks in a CRM such as Freshdesk and choose the order of calls.
• Answer incoming calls and make follow-up calls through a business phone system such as Dialpad, introducing yourself and stating the purpose of the call.
• Listen to the customer's concern, ask short questions to clarify missing details, and explain service information, order updates and next steps using approved reference notes.
• Resolve simple issues during the call, confirm the solution worked, and keep a calm, polite tone when customers are upset or hurried.
• Write clear call notes with the question, answer and next action, and send unanswered questions to the team lead with a short summary.
• Call customers waiting for answers, mark wrong numbers, duplicate entries and do-not-call requests, and share daily call counts and common questions.
• Meet quality checks for accurate notes, polite calls, quick follow-up and complete customer records, and use feedback to improve.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; phone support or other customer-facing experience is preferred.
• A computer, mobile phone, stable internet connection and reliable electricity.
• A quiet place to take calls and the ability to keep conversations private while working from home.

Required skills

• Comfort learning customer record tools and phone systems, including how to find details, add notes and return calls.
• Ability to listen carefully, ask clear questions and explain solutions without unfamiliar terms.
• Willingness to learn the service, follow approved call outlines and check reference notes before giving an uncertain answer.

What we offer

• Fully remote work from home with shared tools for staying connected to the team.
• Structured onboarding and training on a CRM such as Freshdesk and a phone system such as Dialpad.
• Regular check-ins with the team lead to review questions, discuss feedback and practice clearer replies.
• Growth opportunities within the team and bonus opportunities.