Customer Support Agent

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

About the Role: PlanLab Solutions is looking for a highly motivated, detail-oriented, and customer-focused Customer Support Agent to join our dynamic team. The ideal candidate will have at least 1 year of experience in providing customer support and possess excellent communication and problem-solving skills.

You will be responsible for assisting international clients through email, live chat, and phone support, ensuring every interaction reflects professionalism and empathy.

Key Responsibilities

• Handle email queries, live chats, and phone calls from international clients with professionalism and accuracy.
• Resolve customer issues by identifying the root cause, providing effective solutions, and ensuring timely follow-ups.
• Maintain accurate and updated records of customer interactions and feedback.
• Provide product information, troubleshooting guidance, and technical support when required.
• Stay informed about company products, policies, and industry developments to deliver the best possible service.
• Collaborate with the team to enhance customer experience and maintain service excellence.

Requirements

• Minimum 1 year of experience in customer support or a call center environment.
• Experience with CRM tools such as Zendesk, Tidio, Gorgias, or any similar platform is required.
• Excellent communication skills – written, spoken, listening, and comprehension in English.
• Strong customer service orientation with the ability to handle customers empathetically and professionally.
• Good problem-solving and multitasking abilities.
• Proficiency in MS Office and Excel.
• Comfortable working independently and as part of a team.
• Flexible to work after noon shifts, weekends, and holidays.
• High school diploma or equivalent (further education is a plus).

Why Join Us?

• No sales, targets, or commission-based pressure — focus purely on delivering exceptional service.
• Collaborative and supportive work environment.
• Opportunity to work with international clients and enhance your professional skill set.

To Apply: Please submit your resume and a cover letter highlighting your relevant experience, tools you’ve used (e.g., Zendesk, Tidio, Gorgias), and your strengths in communication and customer handling. We appreciate all applications, but only shortlisted candidates will be contacted for an interview.

Job Type: Full-time

Pay: Rs35,000.00 - Rs50,000.00 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