Customer Relations Representative

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Job Title: Customer Relations Representative

Monthly Pay: PKR 61,900 - 147,510 per month

Summary:

Customers ask about service steps, order updates, and problems that need a clear reply. You answer with simple explanations and check that each customer understands what happens next. Incoming calls and customer follow-up lists bring the work to you. Your goal is to resolve simple concerns and keep customers informed while other questions receive further help. A customer relations team lead guides your calls, reviews your notes, and helps with difficult concerns. This fully remote position lets you work from home while keeping regular contact with your team. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Review customer follow-up lists and waiting calls in a CRM such as HubSpot, a system storing customer details. Put unanswered concerns in a clear order.

• Answer incoming calls and make follow-up calls through a business phone system such as Aircall. Introduce yourself politely and explain why you are calling.

• Listen to each concern before offering an answer. Ask short questions to understand missing details and confirm what the customer needs.

• Use approved reference notes to explain services, order updates, and next steps. Give one clear instruction at a time and check understanding.

• Resolve simple problems during the call when possible. Ask the customer whether the answer or action has addressed the concern.

• Stay calm when customers sound upset or rushed. Acknowledge their concern and keep your replies respectful, direct, and easy to follow.

• Add notes after every call, including the question, answer, and next action. Make the record useful for the next person helping.

• Send unanswered questions to the team lead with a short summary. Follow up with waiting customers and confirm resolution before closing their record.

• Mark wrong numbers, duplicate entries, and requests for no further calls. Keep customer details and follow-up reminders accurate as you work.

• Share daily call counts and recurring questions with the team. Practice call outlines and use coaching feedback to improve future replies.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete records. Review your work and correct missing details promptly.

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. Related customer service or phone support experience is preferred, especially work explaining steps to customers.

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

• Comfort learning customer record software and a phone system for incoming and outgoing calls.

• Ability to write clear call notes that explain the concern, response, and next action without unnecessary detail.

• Patient listening and a polite speaking style, including when customers repeat questions or express frustration.

• Care when checking customer records, updating reminders, and separating solved concerns from questions that still need help.

• A quiet place for calls where you can hear customers clearly and speak without frequent interruptions.

Perks & Benefits:

• A fully remote work from home role with customer conversations at the center of your work.

• Structured onboarding and training on a CRM such as HubSpot and a business phone system such as Aircall.

• Regular check-ins with the team lead to review questions, discuss feedback, and build confidence on calls.

• Growth opportunities within the team as you strengthen your service knowledge and handle a wider range of questions.

• Bonus opportunities.