Customer Service Agent

Job Title: Customer Service Agent.

Expected start date: ASAP (position is open if you can still read this)

Positions Open: 10

Experience Required: Fresh or at least 1 year of experience.

Education Required: Education is flexible; however, a background in engineering is a plus.

Salary package:

• Competitive salary and benefits package
• Monthly performance-based increments & cash bonuses

Perks:

• Opportunity to work & grow with a Y-Combinator backed Founder who has been doing startups for more than a decade
• More than 90% of customers are based in the USA (get exposure working on cutting-edge/disruptive tech)
• Opportunity to travel abroad and gain invaluable exposure
• We have offices in Pakistan, Qatar & America.
• Experience hyper-growth in your career based on the Silicon Valley mindset
• A strong base salary
• Flexible working hours
• High performance oriented and resilient work environment / workstation
• Company issued laptops/electronic devices based on need and performance
• Free food (breakfast, lunch, dinner, snacks, fruits, beverages)
• 24/7 access to the office
• Performance-based paid cool-off period
• Dedicated time / access to learning resources
• Knowledge base mini library at the office
• Fastest internet in Pakistan
• Medical insurance, treatment, and employee care for astronauts
• Overnight stay facilitation: sleeping pods and lockers
• Recreational activities/trips
• Highest grade massage chairs
• Gaming corner - PS5
• Insured parking space
• Support team for employee facilitation
• Taxation, accounts, and legal assistance for employees
• The best work culture/team environment, primed to prepare you for leadership roles or entrepreneurship.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat promptly.
• Collaborate with cross-functional teams to resolve complex service requests.
• Support onboarding of new customers with introductory walkthroughs.
• Troubleshoot basic technical issues and provide accurate solutions.
• Guide customers through product features and account setup.
• Escalate complex issues to relevant departments or supervisors.
• Participate in training sessions to stay updated on product and policy changes.
• Maintain detailed customer interaction records.
• Follow communication scripts and support protocols.
• Meet performance targets for response time, resolution rate, and satisfaction.
• Collect customer feedback and suggest process improvements.
• Monitor customer sentiment and escalate trends to management.
• Maintain compliance with data privacy and confidentiality during interactions.

General Requirements:

• Bachelor's degree in Business, Communications, IT, or related field.
• Strong English communication skills, verbal and written, with a professional tone.
• Familiarity with mobile/telecom or SaaS industries is a plus.
• High energy and confidence when speaking to clients.
• Ability to handle high-pressure situations calmly.
• Multitasking skills to manage multiple conversations and tasks.
• Proven troubleshooting skills on web and mobile platforms.
• Familiarity with CRM tools like Zendesk, Salesforce, or Freshdesk.
• Comfort with spreadsheets, dashboards, and documentation tools.
• Strong listening skills to interpret customer needs.
• Quick adaptability to new technologies and workflows.
• Discretion with sensitive customer information.
• Willingness to work in rotating shifts, weekends, or U.S. time zones if needed.
• Self-motivated with good time management and organization.
• Team-oriented with proactive communication and collaboration.

Preferred Characteristics:

• Experience in customer support or call centers.
• Calm and patient in difficult situations.
• Fast learner and proactive with new tools.
• Attention to detail and organization.
• Passion for helping and high-quality service.
• Positive attitude and strong work ethic.

Individual Characteristics:

• Commitment to quality and customer satisfaction.
• Resilient and persistent.
• Self-disciplined and courageous in addressing issues.
• Proactive in feedback and self-improvement.
• Team player valuing collective success.
• Responsible and ethical.
• Energetic and positive in all situations.
• Respectful of diversity and collaborative.
• Adaptable and flexible.
• Self-motivated and independent, yet team-oriented.
• Resilient and persistent with challenges.
• High ethical standards and integrity.
• Detail-oriented with strategic perspective.