Support Consultant Role

8 hours ago


Lahore, Punjab, Pakistan Xref Full time
Job Overview

Xref is a leading HR and recruitment technology company focused on empowering organisations with people-focused feedback to make better hiring decisions. Our platform helps businesses collect and action feedback from their people to improve talent management.

We are a global, ASX-listed company with users in over 190 countries worldwide. Our customers trust us to provide innovative solutions to enhance their hiring processes.

The role of Customer Support Consultant at Xref involves providing exceptional customer service and technical support to clients, candidates, and referees. As part of our global support model, we offer 24-hour support via email.

This is an entry-level position, where you will collaborate with the sales and account management teams to drive platform adoption and support client renewals, ensuring long-term success and engagement with Xref.

Key responsibilities include:

  • Offering first-level technical support to clients, candidates, and referees.
  • Achieving prompt resolution of logged cases within 2 hours.
  • Collaborating with Customer Success Consultants globally to maintain a 24-hour international support system.
  • Identifying platform issue trends and logging them for product development improvements.
  • Managing complaint resolution, escalating issues when necessary to ensure swift and effective outcomes.
  • Driving user adoption and engagement through product education and support.
  • Identifying key contacts and users transitioning to new companies, creating opportunities for client referrals and new sales prospects.

Qualifications and Requirements

  • A recent graduate or an individual with around one year of experience in a customer support/customer service role.
  • A customer-focused individual passionate about delivering high standards of service to clients.
  • Excellent written and verbal communication skills, with a strong command of the English language.
  • Ability to quickly acquire product knowledge and identify new opportunities benefitting both Xref and clients.
  • Proficient in using computer systems to ensure efficient task execution and seamless operations.
  • Friendly and approachable team player who values collaboration and contributes to collective success.
  • Meticulous attention to detail, ensuring accurate logging of notes and prompt case resolution.


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