Customer service representative

Location: Model Town Link Road, Lahore
Shift: Afternoon (1 PM onwards, 9-hour shift)

About the Role:

PlanLab Solutions is seeking a proactive and customer-oriented Customer Service Representative to join our growing team. The ideal candidate will have at least 1 year of experience in customer service or support and possess strong communication and problem-solving abilities.

In this role, you will be the first point of contact for our international clients, providing support via email, live chat, and phone calls. You’ll ensure that every customer interaction is handled with professionalism, empathy, and efficiency.

Key Responsibilities:

• Respond to customer inquiries through email, chat, and phone with professionalism and accuracy.
• Identify and resolve customer issues by analyzing the situation, providing effective solutions, and following up to ensure satisfaction.
• Maintain detailed and accurate records of all customer communications and feedback.
• Offer product information, troubleshooting assistance, and technical guidance as needed.
• Stay updated on company products, policies, and procedures to deliver informed and efficient service.
• Work collaboratively with team members to improve processes and enhance the overall customer experience.

Requirements:

• Minimum 1 year of experience in a customer support or call center environment.
• Hands-on experience with CRM tools such as Zendesk, Tidio, Gorgias, or similar platforms.
• Excellent English communication skills — written, verbal, and listening.
• Strong customer service orientation with the ability to remain calm, empathetic, and professional under pressure.
• Effective problem-solving and multitasking skills.
• Proficiency in MS Office and Excel.
• Ability to work both independently and within a team.
• Flexibility to work afternoon shifts, weekends, and holidays as needed.
• High school diploma or equivalent (further education is a plus).

Why Join Us?

• No sales or commission pressure — focus solely on delivering quality customer support.
• A collaborative and supportive work culture.
• Opportunity to work with international clients and develop your communication and technical skills.

How to Apply:

Please submit your resume and a cover letter highlighting your relevant experience, tools you’ve worked with (e.g., Zendesk, Tidio, Gorgias), and your strengths in customer communication and problem-solving. Only shortlisted candidates will be contacted for an interview.

Job Type: Full-time

Pay: From Rs35,000.00 per month

Application Question(s):

• How would you rate your English proficiency between 1 to 10 (verbal, written, and listening)?
• Do you have experience writing professional emails and handling live chat support?
• Can you confidently handle both inbound and outbound calls with international customers without relying on a script?
• Are you available to work the required Afternoon shift (starting 12:00/1:00 PM onwards, 9 hours)?
• Which customer support tools have you used before (e.g., Zendesk, Gorgias, Tidio, etc.)?
• What is your current salary?
• What is your expected salary?

Work Location: In person