Case Manager

About the Role:

We are looking for a dedicated and proactive Case Manager (Customer Service Representative) with sales experience to join our growing team. This role is critical in ensuring exceptional customer experiences through timely, effective, and empathetic communication. Candidates must possess excellent communication skills with a fluent American English accent and be able to work independently in a fast-paced environment.

Key Responsibilities:

• Handle incoming customer queries via phone, email, and CRM platforms

• Manage customer cases from initiation to final resolution

• Clearly communicate solutions and follow up as necessary

• Use strong negotiation skills to address and resolve issues efficiently

• Make timely, informed decisions using provided guidelines and judgment

• Maintain accurate case records and update logs

• Work collaboratively with internal departments to escalate and resolve concerns

• Ensure every customer interaction is professional, courteous, and effective

Required Skills & Qualifications:

• Minimum 6 months of experience in customer service or case management

• Fluent American English accent with excellent verbal and written communication

• Strong negotiation and decision-making skills

• Exceptional attention to detail and documentation accuracy

• Basic knowledge of Microsoft Excel (e.g., data entry, sorting, filtering)

• Familiarity with CRM software and ticketing systems (preferred)

• Punctuality is extremely important – must adhere strictly to shift timings

• Strong work ethic and a team-player attitude

• Comfortable working night shifts (U.S. time zone)

Location: Remote Scouts by CGS, Johar Town, Lahore

Timings: Night Shift (U.S. Hours)

Compensation: 135K