Customer Experience Advisor

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Job Title: Customer Experience Advisor

Monthly Pay: PKR 60,010 - 148,730 per month

Summary:

Questions about service steps, order updates, and unresolved concerns need clear, helpful replies on every customer call. You answer incoming calls and return calls from customer follow-up lists. You explain approved options, resolve simple issues, and check whether your answer meets the customer's needs. Your goal is to make each conversation useful and leave the customer clear about the next step. A customer experience team lead guides your replies and helps with concerns that need further review. This fully remote role lets you work from home while keeping close contact with your team. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Give clear, polite answers about services, orders, and next steps, using approved reference notes rather than guessing.

• Open customer follow-up lists and incoming call queues in a CRM such as Zendesk, which stores customer details. Plan which customers need a reply first.

• Take incoming calls and make return calls through a business phone system such as Dialpad. Introduce yourself and explain the reason for calling.

• Ask short questions to understand what happened and what the customer needs. Listen without interrupting or assuming an answer.

• Explain the available steps, help resolve simple issues, and ask the customer whether the solution worked before ending the call.

• Stay calm when customers feel upset or rushed. Acknowledge their concern and keep your explanation focused on useful actions.

• Write the question, answer, and next step in the customer record after each call. Keep notes clear for others.

• Send unanswered questions to the team lead through a team messaging tool such as Slack. Include a short, useful summary.

• Return calls to customers awaiting answers and confirm resolution before closing their issue. Mark wrong numbers, duplicate entries, and do-not-call requests.

• Share daily call counts and common questions with the team. Practice call outlines and use coaching feedback in later conversations.

• Quality is judged through accurate notes, polite calls, quick follow-up, and complete customer records, not call counts alone.

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 is required. Customer service, support, or other customer-facing experience is preferred, especially work involving phone conversations.

• Willingness to learn the service, follow approved call outlines, and ask for help when an answer is unclear.

• Comfort learning a CRM such as Zendesk to find customer details, enter notes, and track the next action.

• Readiness to use a business phone system such as Dialpad for incoming calls, return calls, and clear conversations.

• Ability to explain steps in simple words and check understanding without making customers feel rushed or dismissed.

• Care when entering notes, checking customer information, and marking requests that affect future contact with the customer.

• A quiet place for calls and patience when customers repeat questions, need reassurance, or struggle to explain concerns.

Perks & Benefits:

• A fully remote role with work from home built into the daily routine.

• Structured onboarding and training on a CRM such as Zendesk and a business phone system such as Dialpad.

• Training on a team messaging tool such as Slack for questions and updates.

• Regular check-ins with the team lead to review calls and discuss useful improvements.

• Explore growth opportunities within the team as your customer support skills develop.

• Bonus opportunities.