Customer Service Representative- Chat Support Agent- Email Support Agent - CSR

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

About the Role:

PlanLab Solutions is looking for a proactive and customer-focused Customer Support Representative to join our growing team.

This role is primarily focused on email and live chat support for our international customers. The ideal candidate will have at least 1 year of customer support experience, excellent written English, and strong problem-solving abilities.

While the main focus is email and chat support, candidates should also be comfortable communicating verbally in English when needed for internal coordination or occasional customer calls.

Key Responsibilities:

• Respond to customer inquiries through email and live chat with professionalism, accuracy, and empathy.
• Handle customer concerns efficiently and provide timely solutions.
• Assist customers with order tracking, updates, refunds, and general support.
• Maintain clear and accurate records of customer conversations and feedback.
• Provide product information and basic troubleshooting assistance when required.
• Stay updated on company products, policies, and processes to ensure high-quality support.
• Work closely with the support team to improve customer experience and internal workflows.
• Join occasional customer or team calls when required.

Requirements:

• Minimum 1 year of experience in customer support, email support, or call center/customer service.
• Hands-on experience with CRM/support tools such as Zendesk, Tidio, Gorgias, or similar platforms.
• Excellent written English with strong grammar and communication skills.
• Good verbal English communication for occasional calls and team coordination.
• Strong customer service mindset with patience, empathy, and professionalism.
• Ability to multitask and solve problems efficiently.
• Proficiency in MS Office / Excel.
• Ability to work independently and as part of a team.
• Flexibility to work night shifts, weekends, and holidays when required.
• High school diploma or equivalent (additional education is a plus).

Why Join Us?

• No sales targets or commission pressure — focus purely on quality customer support.
• Supportive and collaborative work environment.
• Opportunity to work with international clients.
• Build strong communication and customer support experience in a growing company.

How to Apply:

Please send your resume along with a short cover letter highlighting:

• Your customer support experience
• CRM tools you’ve worked with (Zendesk, Tidio, Gorgias, etc.)
• Your strengths in written communication and customer handling

Only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Contract

Pay: From Rs40,000.00 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?
• Which customer support tools have you used before (e.g., Zendesk, Gorgias, Tidio, etc.)?
• What is your current salary?
• What is your expected salary?
• Please list 2-3 dates and time ranges that you could do an interview.
• Are you available to work the required Night Shift (starting 8/9 PM onwards, 9 hours)?
• Are you available for the on-site Night shift (9 pm- 06 pm)?

Work Location: In person