Customer Care Agent

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Job Title: Customer Care Agent

Monthly Pay: PKR 62,400 - 149,690 per month

Summary:

Customers call to ask how a service works, why something changed, or what they should do next. You give clear replies and check that each customer understands the answer. Your work comes through incoming call queues and lists of customers waiting for a return call. Your goal is to resolve simple concerns and help customers reach the right next step. A customer service team lead guides your work and helps with questions you cannot answer. This position is fully remote, so you work from home while staying connected with your team. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Open customer follow-up lists and call queues in a CRM such as HubSpot, a system storing customer details. Plan which calls need attention first.

• Receive calls and call customers through a business phone system such as Aircall, a tool for making and receiving calls. Give a friendly introduction and explain your reason for calling.

• Listen to each concern without interrupting. Ask short questions to understand what happened and what help the customer needs.

• Explain services and next steps using approved guidance. Break answers into simple parts and check that the customer understands.

• Solve simple issues during the call. Ask the customer to confirm whether the answer or action has resolved the concern.

• Stay calm when customers feel upset or rushed. Acknowledge their concern and keep your reply polite and focused.

• Update the customer record after every call. Include the question, your answer, any action taken, and the next step.

• Send unanswered questions to the customer service team lead with a short summary. Explain what you have already checked.

• Return calls to customers waiting for answers. Confirm the concern is resolved before marking the issue as complete.

• Mark wrong numbers, duplicate entries, and requests not to receive calls. Share daily call counts and common questions with the team.

• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete records. Use coaching feedback to improve future replies.

Qualifications:

• Professional spoken and written English, because calls are generally with customers in the United States.

• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience is required. Customer care, phone support, or other customer-facing experience is preferred.

• Willingness to learn the services discussed and follow an approved call outline without sounding rushed.

• Comfort learning the customer record and phone tools named above, including finding notes and saving call results.

• Ability to listen closely, ask clear questions, and explain an answer in simple spoken language.

• Care when writing customer notes, choosing the correct record, and checking whether the next step is clear.

• Patience with repeated questions and readiness to ask the team lead for help when needed.

• A quiet place to take calls, with limited background noise so customers can hear your replies clearly.

Perks & Benefits:

• A fully remote role that lets you work from home while helping customers by phone.

• Structured onboarding and training on the customer record and phone tools named above, with guided call practice.

• Regular check-ins with the team lead to review questions, call feedback, and learning needs.

• Growth opportunities within the team as you build customer care knowledge and stronger phone skills.

• Bonus opportunities.