Customer Service Advisor (Remote)

About the role

This is a fully remote Customer Service Advisor position working from home, handling customer questions about services, order updates and next steps by phone. The team lead gives guidance, reviews progress and helps with difficult questions. The pay is a monthly base salary of PKR 60,940 to 146,550 plus bonus opportunities.

Key responsibilities

• Start each shift with the call queue and follow-up list in a CRM such as Zendesk.
• Answer incoming calls and make outgoing calls through a business phone system such as Dialpad, introducing yourself and explaining the purpose of the call.
• Listen without interrupting, ask short questions to understand the concern, and check missing details before suggesting a solution.
• Use the approved knowledge base to explain services, order updates and next steps, keeping explanations simple and relevant.
• Resolve simple issues during the call and ask whether the answer helped; stay calm with upset or hurried customers.
• Write clear notes of the question, answer and next step after each call, and send unanswered questions to the team lead with a short summary.
• Call customers waiting for answers, confirm resolution before closing the case, and mark wrong numbers, duplicates and requests not to receive calls.
• Share daily call counts and common questions with the team, practice call outlines and use coaching feedback.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; customer service, phone support or other customer-facing experience is preferred.
• Willingness to follow a call outline, learn the services and use approved answers rather than guess.
• Comfort learning customer record tools and phone systems, including how to enter notes and find previous conversations.
• A quiet place to take calls with enough privacy.

Required skills

• Computer, mobile phone, stable internet connection and reliable electricity.
• Ability to explain a service clearly, ask useful questions and check that the customer understands.
• Care when entering call notes, choosing follow-up dates and checking customer details.
• Patience with repeated questions and a calm, respectful manner.

What we offer

• Fully remote work from home.
• Structured onboarding and training with Zendesk and Dialpad.
• Regular check-ins with the team lead and growth opportunities within the team.
• Bonus opportunities.