Customer Support Representative

Job Title: Customer Support Representative

Location: Blue Area, Islamabad

Office Timings: 5 PM - 1 AM PKT

About Nysonian Inc.

Nysonian Inc. is a fast-growing American conglomerate with over 50 team members across 6 countries, serving 1.3 million customers worldwide. With brands spanning Travel, Health, and Fitness, our goal is to redefine global e-commerce. At Nysonian, we prioritize people as the foundation of our success, fostering a supportive environment where each team member can thrive and grow.

We pride ourselves on our cutting-edge approach to innovation and technology, ensuring we deliver top-tier products and exceptional service to our customers. Our commitment to excellence drives our success, and we are looking for a dedicated Customer Support Representative to join our journey and help elevate our customer experience.

Customer Support at Nysonian.

Our customers are at the core of everything we do. We aim to create lasting relationships by providing unparalleled support, ensuring satisfaction, and identifying opportunities for growth. We are looking for a skilled Customer Support Representative who specializes in customer retention and upselling, with a knack for creating value-driven interactions and maximizing customer lifetime value.

Key Responsibilities

• Customer Interaction: Respond to customer inquiries via phone, email, and chat in a friendly, timely, and professional manner.
• Retention and Satisfaction: Develop a deep understanding of customer needs and preferences to enhance retention and increase satisfaction levels.
• Upselling and Cross-Selling: Leverage upsell and cross-sell opportunities by offering relevant product upgrades, add-ons, or alternative solutions tailored to customer needs.
• Sales Closure: Demonstrate a consultative sales approach to confidently close deals, achieving retention and sales targets.
• Detailed Recordkeeping: Maintain accurate records of all interactions, transactions, and upsells in the CRM system.
• Collaboration with Internal Teams: Work with marketing, product, and customer success teams to address customer needs, gather feedback, and continuously improve the customer experience.
• Issue Escalation and Resolution: Identify, troubleshoot, and escalate issues where necessary, ensuring that customers receive timely and effective resolutions.
• Product Knowledge and Updates: Stay current with product features, company policies, and industry trends to provide informed support and recommendations.

Qualifications and Skills

• Experience: Minimum 4 years in customer support or a related role, specifically in customer retention and upselling within the US/UK retail or e-commerce sector.
• Communication: Excellent English speaking, writing, and reading skills are essential for clear and professional customer interaction.
• Customer Experience: Proven ability to retain customers by building trust, resolving issues, and presenting solutions effectively.
• Sales Skills: Strong upselling and closing abilities, with a track record of achieving or exceeding sales targets.
• Technical Proficiency: Comfortable using CRM software (Gorgias experience preferred) and familiar with Shopify, Facebook, or other e-commerce tools.
• Problem-Solving: Demonstrated ability to handle complex issues and challenging situations calmly and effectively.
• Adaptability: Ability to thrive in a fast-paced environment, multitasking while delivering high-quality service.

Equal Opportunity

Nysonian Inc. is an equal-opportunity employer, committed to building a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply, including those with formal qualifications, relevant learning, or extensive experience in customer support, sales, or related fields.

Job Type: Permanent