Customer Support Specialist

2 days ago


Karachi, Sindh, Pakistan Professional's World Full time

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We are seeking a dedicated and detail-oriented Customer Support Specialist to join our team during the night shift. The ideal candidate will have experience in delivering high-quality customer service via email, live chat, and freelance platforms. You will be the first point of contact for our customers, ensuring their queries are resolved promptly and professionally.

Key Responsibilities:
  • Provide real-time customer support via email, chat, and ticketing systems.
  • Respond to inquiries, complaints, or requests from clients on freelance platforms (e.g., Upwork, Fiverr, Freelancer, PeoplePerHour).
  • Monitor freelance accounts, respond to new messages, and support client engagement activities.
  • Maintain accurate and detailed records of customer interactions in CRM systems (e.g., Zoho, HubSpot).
  • Identify recurring issues and communicate feedback to relevant teams for improvement.
  • Ensure service-level agreements (SLAs) are met for response and resolution times.
  • Work independently and proactively during the night shift, escalating complex issues when necessary.
Requirements:
  • 1–3 years of customer support experience, preferably in a remote or digital environment.
  • Strong written English communication skills with a professional and friendly tone.
  • Familiarity with customer support tools like Zendesk, Freshdesk, Intercom, or Help Scout.
  • Experience using freelance platforms to communicate with or support clients.
  • Excellent problem-solving and time management skills.
  • Ability to work autonomously during night hours (6:00 PM – 3:00 AM).
Preferred Skills:
  • Knowledge of CRM systems (e.g., Zoho, HubSpot).
  • Basic understanding of digital services or SaaS platforms.
  • Ability to manage multiple conversations or tickets simultaneously.
  • Prior remote or BPO support experience is a plus.
Seniority level
  • Entry level
Employment type
  • Full-time
Industries
  • Outsourcing/Offshoring
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