Customer Support Specialist

7 days ago

Lahore, Punjab, Pakistan RepairDesk Full time 500,000 - 1,500,000 per year

Efani is a secure mobile service provider that's focused on cybersecurity. It's built to protect users from mobile-threats like SIM swap attacks, eavesdropping, identity tracking, and other security vulnerabilities.

We use a "mobile virtual network operator" (MVNO) model, meaning they don't own the physical network towers; they lease infrastructure from big U.S. carriers (like AT&T and Verizon) but layer their own security on top.

Tasks

We're looking for a Customer Support Specialist with an authentic American accent and a passion for delivering a high-touch client experience. You'll be the first point of contact for Efani customers and you will be answering calls, handling chats, resolving issues, and ensuring every client interaction reflects our reputation for reliability and security.

This is a non-sales role, focused on support, troubleshooting, and client satisfaction.

  • Answer inbound calls, chats, and emails from Efani customers promptly and professionally.
  • Assist clients with SIM activations, plan questions, billing inquiries, and troubleshooting.
  • Maintain a calm, polite, and confident tone — always representing Efani's premium image.
  • Accurately record customer interactions and resolutions in the CRM/support system.
  • Escalate complex or technical issues to internal specialists when needed.
  • Collaborate with the operations and engineering teams to improve customer experience.
  • Follow scripts and SOPs, but also apply judgment to deliver empathetic, human support.

KPIs / Success Metrics

  • Average response & resolution time
  • Customer satisfaction (CSAT) or NPS score
  • Call quality and professionalism ratings
  • Adherence to support scripts and SOPs
Requirements
  • 2–5 years in customer support or client success (telecom, fintech, or SaaS preferred).
  • Fluent English with a clear, neutral, or American accent — tested during interview.
  • Confident on the phone and able to de-escalate challenging situations.
  • Comfortable using CRM or ticketing tools (HubSpot, Zendesk, Intercom, or similar).
  • Excellent written communication for chat and email support.
  • Stable internet, quiet workspace, and professional audio setup for call handling.

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