Contact Center Advisor

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Job Title: Contact Center Advisor

Monthly Pay: PKR 62,590 - 146,400 per month

Summary:

Customers ask about order changes and service problems, and you reply with clear explanations and practical steps. Your calls come from an incoming queue and a list of customers waiting for follow-up. You listen closely, solve simple concerns, and explain when another person needs to help. The aim is to give customers useful answers without making them repeat their concerns. A customer service team lead supports your decisions and coaches you on difficult conversations. You will work from home in this fully remote position, using shared tools to stay connected. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Review customer questions and planned callbacks in a CRM such as Freshdesk, a system that stores customer details. Choose the order of calls.

• Answer incoming calls and make follow-up calls through a business phone system such as Dialpad. Introduce yourself and explain the reason for calling.

• Listen to the customer's concern before suggesting an answer. Ask short questions to understand missing details and confirm what needs help.

• Explain service information, order updates, and next steps using approved reference notes. Break longer answers into simple steps customers can follow.

• Resolve simple issues during the call and ask whether the solution worked. Explain any remaining steps before ending the conversation.

• Keep a calm, polite tone when customers feel upset or hurried. Give them space to explain without interrupting their main concern.

• Write notes after every call, including the question, your answer, and the next action. Keep details clear for the next person.

• Send questions you cannot answer to the customer service team lead. Include a short summary and explain what help is needed.

• Call customers waiting for answers and share confirmed updates. Check that their concern is resolved before marking the matter complete.

• Mark wrong numbers, duplicate entries, and do-not-call requests. Share daily call counts and common questions, and practice call outlines during coaching.

• Meet quality checks for accurate notes, polite calls, quick follow-up, and complete customer records. Use feedback to improve future conversations.

Qualifications:

• Professional spoken and written English, because calls are generally with customers in the United States.

• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience required. Phone support or other customer-facing experience is preferred, especially experience explaining steps and answering questions.

• Willingness to learn the service offered, follow approved call outlines, and check reference notes before giving an uncertain answer.

• 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 a solution without using unfamiliar terms or rushing the customer.

• Care when writing call notes, choosing the next action, and checking whether customer details need a correction.

• Patience with repeated questions and willingness to ask the team lead for help when a concern needs further review.

• A quiet place to take calls and the ability to keep customer conversations private while working from home.

Perks & Benefits:

• A fully remote work from home setting, with shared tools for staying connected to the team.

• Structured onboarding and training on a CRM such as Freshdesk and a business 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 as you develop stronger customer support skills and tool knowledge.

• Bonus opportunities.