Customer Support Specialist (Afternoon Shift)

Please read the job description carefully before applying to ensure your qualifications and availability align with the role.

Location: Model Town Link Road, Lahore
Shift Timing: 12:00/1:00 PM onwards (9-hour shift)
Type: Full-time | On-site

About the Role: PlanLab Solutions is seeking a highly motivated, customer-focused, and fluent English speaker to join our dynamic support team as a Customer Service Representative.
In this role, you will be responsible for delivering exceptional customer experiences across email, live chat, and phone channels while assisting international clients with professionalism and empathy.

This is not a sales or commission-based position — we focus on providing quality customer support and building long-term relationships.

Key Responsibilities

• Manage and respond to customer inquiries via email, live chat, and phone in a timely and professional manner.
• Resolve customer issues and complaints by identifying root causes, providing effective solutions, and ensuring follow-up for satisfaction.
• Maintain accurate and up-to-date records of customer interactions and information.
• Provide detailed product information, troubleshooting assistance, and general support to clients.
• Collaborate with internal teams to ensure efficient issue resolution and customer success.
• Stay updated with product and industry developments to deliver knowledgeable and effective support.
• Handle multiple tasks efficiently while maintaining a calm and professional demeanor.

Requirements

• Fluent in English — excellent verbal, written, and listening skills are mandatory.
• Proven experience in email, chat, and phone support (international campaigns handling preferred).
• Experience using Zendesk, Gorgias, Tidio, and other customer support or CRM tools.
• Strong problem-solving skills and the ability to think critically under pressure.
• Proficiency in MS Office (Word, Excel) and general computer operations.
• Strong customer service orientation with empathy and patience.
• Ability to work independently and collaboratively within a team.
• Flexibility to work Afternoon shifts, weekends, and holidays if required.
• At least a High School Diploma or equivalent (Bachelor’s degree preferred).

Why Join PlanLab Solutions?

• Collaborative and growth-oriented work culture.
• Opportunity to work with international clients and campaigns.
• No sales pressure or targets — pure customer support focus.
• Training and skill development opportunities.
• Competitive compensation and shift allowances.

How to Apply: If you are passionate about customer service and thrive in a dynamic environment, we’d love to hear from you! Please send your resume along with a cover letter highlighting your relevant experience, communication skills, and tools expertise. 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