CSR - Customer Service Representative - Night Shift

PlanLab Solutions is seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for delivering exceptional customer support across chat, email, and phone while maintaining a positive and professional attitude.

Responsibilities:

• Respond to customer inquiries via chat, email, and phone in a timely, friendly, and professional manner.
• Resolve customer issues by identifying the root cause, providing appropriate solutions, and ensuring follow-ups until complete resolution.
• Maintain accurate and up-to-date customer records, interactions, and case details.
• Provide product information, troubleshooting assistance, and basic technical support as needed.
• Collaborate with cross-functional teams to ensure customer needs are met effectively and issues are escalated when required.
• Stay updated on product features, updates, and industry trends to deliver the highest-quality service.
• Utilize customer support tools such as Zendesk, Gorgias, Freshdesk, Front, or other CRM/ticketing platforms (experience with any is a plus).

Requirements:

• Excellent verbal and written communication skills in English.
• Strong customer service mindset with the ability to empathize and remain patient under pressure.
• Good analytical and problem-solving abilities with quick thinking on one’s feet.
• Ability to multitask, manage time efficiently, and handle multiple conversations simultaneously.
• Basic computer literacy and familiarity with internet-based applications.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work in rotational shifts, including weekends and holidays.

Qualifications:

• Graduation or equivalent diploma required.
• Prior experience in customer service, support, or a similar role preferred.
• Experience working in call centers or handling customer support through chat/email is a strong advantage.
• Familiarity with customer support software such as Zendesk, Gorgias, Freshdesk, Front, or similar tools is a plus.

If you are passionate about delivering outstanding customer service and thrive in a fast-paced, dynamic environment, we encourage you to apply for this exciting opportunity. We offer a competitive salary, growth opportunities, and a supportive work culture focused on development and learning.

To apply, please submit your resume along with a cover letter highlighting your relevant skills and experience.

We appreciate all applicants for their interest; however, only shortlisted candidates will be contacted for interviews.

LinkedIn: https://www.linkedin.com/company/planlab-solutions/

Job Types: Full-time, Contract

Base Pay: From Rs35,000.00 per month

Application Question(s):

• Current Salary?
• Expected Salary?
• How much experience do you have in the CSR role?
• Can you speak English?
• It's a night position; are you comfortable with it?
• Can you write professional emails and live chats?
• Are you comfortable with outbound calls?
• What is your English proficiency between 1 to 10?

Work Location: In person