Customer Service Advisor

Primops; Pakistan; Remote; PKR 680,000 - 1,635,000; Full time

Job summary

Primops is hiring a Customer Service Advisor for a fully remote position. You will handle inbound/outbound customer calls, rely on a knowledge base, and provide clear, helpful responses to questions about services and orders.

You will use Zendesk and a business phone system, with guidance from a team lead to ensure accurate notes and progress tracking. This role offers a base salary plus bonus opportunities and a flexible remote setup.

Qualifications

• Proficient spoken and written English.
• No strict experience required; customer service or phone support is a plus.
• Strong communication and listening skills essential for handling calls.

Responsibilities

• Handle customer questions about services and order updates using a CRM such as Zendesk.
• Make and receive calls, introduce yourself politely, and explain the purpose of the call.
• Ask questions to understand the concern and check missing details before proposing a solution.

Skills

English proficiency

Communication

Patience

Customer service

Tools

Zendesk

Dialpad

Job description

Job Title: Customer Service Advisor

Monthly Pay: PKR 60,940 - 146,550 per month

Summary:

You handle questions about services, order updates, and next steps, and give clear, helpful replies. Your work comes through incoming customer calls and a list of customers who need follow-up calls. You listen to each concern, explain suitable next steps, and help customers understand the answers. Your goal is to resolve simple issues and keep customers informed when an answer needs more work. Your customer service team lead provides guidance, reviews your progress, and helps with difficult customer questions. This position is fully remote, so you work from home using phone tools and shared customer records. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Start with the customer call queue and follow-up list in a CRM such as Zendesk, which stores customer details.
• Receive incoming calls and make outgoing calls through a business phone system such as Dialpad. Introduce yourself politely and explain why you are calling.
• Listen without interrupting and ask short questions to understand the concern. Check any missing details before suggesting a solution.
• Use the approved knowledge base to explain services, order updates, and available next steps. Keep explanations simple and relevant.
• Resolve simple issues during the call and ask whether the answer helped. Stay calm with upset or hurried customers.
• Write the customer's question, your answer, and the next step after each call. Make notes clear for other team members.
• Send unanswered questions to the customer service team lead with a short summary. Explain what you have already checked.
• Call customers waiting for answers and share updates. Confirm that the issue is resolved before marking the matter complete.
• Mark wrong numbers, duplicate entries, and requests not to receive calls. Keep the customer list ready for future follow-up.
• Share daily call counts and common questions with the team. Practice call outlines and use coaching feedback on later calls.
• Quality is judged through accurate notes, polite calls, quick follow-up, and complete customer records. Review your work against these standards.

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, 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.
• 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 for mistakes.
• Patience with repeated questions and a calm, respectful manner when a customer feels frustrated.
• A quiet place to take calls, with enough privacy to discuss customer questions without interruptions.
• A fully remote work arrangement that lets you work from home while staying connected with your team.
• Structured onboarding and training using a CRM such as Zendesk and a business phone system such as Dialpad.
• Regular check-ins with the team lead to review questions, discuss progress, and receive practical feedback.
• Growth opportunities within the team as you build service knowledge and strengthen your call skills.