Customer Experience Advisor

Primops; Pakistan; Remote; PKR 670,000 - 1,660,000; Full time

Job summary

Primops is seeking a Customer Experience Advisor for a fully remote role in Pakistan. You will answer incoming calls and return follow‑up calls, provide clear, helpful replies on service steps and order updates, and use approved notes to avoid guessing.

You will log details in Zendesk, manage follow‑ups from a team lead, and explain options while ensuring customer understanding. Training on Zendesk, Dialpad, and Slack is provided as you grow with the customer experience team.

Qualifications

• Professional spoken and written English for US customer calls.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.
• No experience required; customer service or phone-based experience preferred.
• Willingness to learn the service and follow approved call outlines.
• Familiarity with Zendesk CRM and Dialpad phone system.
• Quiet home workspace and fully remote role.

Responsibilities

• Give clear, polite answers about services, orders, and next steps using approved notes.
• Open customer follow‑up lists and queues in Zendesk; prioritise replies.
• Take incoming calls and return calls via Dialpad; introduce yourself.
• Ask short questions to understand needs; listen without interrupting.
• Explain steps, resolve simple issues, and confirm if solution worked.
• Stay calm when customers are upset; acknowledge concerns.
• Record questions, answers, and next steps in the customer record after each call.
• Send unanswered questions to the team lead via Slack with a short summary.
• Return calls and confirm resolution; flag wrong numbers.
• Share daily call counts and common questions with the team.
• Practice call outlines and use coaching feedback later.
• Seek growth opportunities within the team.

Skills

English proficiency

Communication skills

Remote work readiness

Willingness to learn

Tools

Zendesk

Dialpad

Slack

Job description

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.
• 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.