Customer Support Specialist (Afternoon Shift)

Location: Model Town Link Road, Lahore
Shift Time: Starts between 12:00 PM and 1:00 PM | 9-hour shift

About the Role

PlanLab Solutions is looking for a Customer Support Specialist who is passionate about delivering exceptional customer experiences. In this role, you’ll communicate with our international clients through email, live chat, and phone, providing accurate information, timely resolutions, and a positive brand experience.

We’re looking for someone who enjoys problem-solving, can think on their feet, and takes pride in offering helpful and empathetic support to customers across various channels.

Key Responsibilities

• Manage customer inquiries through chat, email, and phone in a professional and courteous manner.
• Provide accurate and timely assistance on product information, order status, billing questions, and general inquiries.
• Troubleshoot and resolve basic technical issues with guidance from internal teams.
• Use CRM and ticketing systems such as Zendesk, Gorgias, or Freshdesk to document interactions and follow up on unresolved cases.
• Identify recurring issues and share insights or suggestions for process improvements.
• Collaborate closely with the operations, product, and quality teams to ensure customer satisfaction.
• Keep up-to-date with company policies, system updates, and new product features to provide informed support.

Qualifications & Skills

• Strong verbal and written English communication skills.
• Excellent listening, empathy, and problem-solving abilities.
• Proficient in MS Office and familiar with CRM/ticketing tools (e.g., Zendesk, Freshdesk, Gorgias).
• Ability to multitask and manage workload efficiently in a fast-paced environment.
• Positive attitude, strong sense of responsibility, and attention to detail.
• Willingness to work flexible shifts, including weekends or holidays if required.

What We Offer

• A supportive and growth-driven work environment.
• No sales or commission pressure – purely customer-focused work.
• Continuous learning and professional development opportunities.
• A chance to grow within a dynamic and expanding company.
• Exposure to international client interactions and modern support tools.

Why Join PlanLab Solutions?

At PlanLab Solutions, we believe great service starts with great people. We foster a culture of empathy, respect, and continuous improvement. If you’re someone who values communication, teamwork, and personal growth, this is the place to build your career in customer support.

Job Type: Full-time

Pay: Rs30,000.00 - Rs50,000.00 per month

Application Question(s):

• Are you fluent in spoken, written, and listening English? (Yes/No)
• Are you available for the on-site afternoon shift? (12:00/1:00 PM onwards – 9 hours)
• How would you rate your English proficiency? (Fluent / Native / Advanced / Intermediate / Basic).
• Are you comfortable with handling outbound and inbound calls?
• Can you write professional emails and handle live chat?

• What is your current Salary?

• What is your expected salary?

Work Location: In person