CSR - Customer Support - Customer Service Representative - Night

PlanLab Solutions is seeking a highly motivated and customer-oriented individual to join our growing team as a Customer Service Representative. In this role, you will be the first point of contact for our international clients, delivering exceptional support via chat, email, and phone.

Location: Model Town Link Road, Lahore

Shift: Night Shift – 9:00 PM to 6:00 AM (9 Hours)

Responsibilities:

• Handle customer inquiries professionally via email, live chat, and phone
• Manage and respond to tickets using CRM and helpdesk tools such as Gorgias, Zendesk, Freshdesk, or HubSpot
• Resolve customer issues and complaints by identifying the root cause and providing effective solutions
• Follow up with customers to ensure their issues are fully resolved, and they are satisfied
• Process and manage refunds, returns, exchanges and order cancellations accurately
• Track orders and provide real time shipping updates to customers using platforms like Shopify, WooCommerce, or Amazon Seller Central
• Manage and moderate social media ad comments and direct messages professionally
• Maintain accurate and up-to-date customer records within the CRM system
• Provide product information, troubleshooting guidance, and general support
• Escalate complex issues to the Team Lead when necessary and follow up until resolved
• Stay updated on product and industry knowledge to deliver the best service possible
• Work collaboratively with the team to ensure smooth daily operations

Requirements:

• Excellent communication skills in written and verbal English.
• Strong customer service orientation and ability to empathize with customers.
• Good problem-solving skills and ability to think on one's feet.
• Ability to work independently and as part of a team.
• Basic computer and internet skills.
• Ability to multitask and prioritize workload.
• Flexibility to work in shifts, including weekends and holidays.

Qualifications:

• High school diploma or equivalent (minimum)
• Experience in a call center or customer support role via chat or email is a plus
• Experience working with any CRM or helpdesk software is preferred
• Proficiency in spoken and written English is a must
• Comfortable working with computers and various software applications
• Fast typing speed with accuracy is a plus

Why Join Us?

• No sales, no targets, no commission pressure — pure customer support
• Stable night shift with fixed hours
• Work with international clients and brands
• Hands-on experience with industry-leading CRM tools
• Friendly and supportive team environment

Please submit your resume along with a short cover letter highlighting your relevant experience and why you'd be a great fit for this role.

We thank all applicants for their interest. Only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Contract

Pay: Rs35,000.00 - Rs55,000.00 per month

Application Question(s):

• What is your current Salary?
• What is your expected salary?
• Are you comfortable with outbound calls?
• Can you write emails and do live chat?
• Are you available for the on-site night shift (09 pm- 07 am)?

Work Location: In person