Client Experience Specialist

1Now is a dynamic fleet management software company serving car rental hosts and operators across the United States. Our platform streamlines bookings, vehicle management, and customer interactions all in one place. We leverage artificial intelligence and AI agents to enhance both our internal processes and client services. As a fast-paced and flat-structured team, we value ownership, agility, and resilience, especially when facing challenges.

Key Responsibilities

- Manage a high volume of inbound and outbound calls with US clients during US business hours, primarily focusing on live conversations.
- Resolve client inquiries on the first call whenever possible, addressing topics such as bookings, account questions, and urgent rental issues.
- Conduct outbound follow-up calls for onboarding check-ins, reminders, feedback collection, and updates on client issues.
- Maintain professionalism and composure when handling frustrated or upset clients, transforming difficult interactions into positive experiences.
- Escalate complex problems to appropriate internal teams and ensure resolution by following up until client confirmation.
- Accurately document every client interaction, issue, and outcome in the company’s support tools.
- Provide additional support through email and chat channels when call volumes permit, mirroring the approach of the Client Support team.
- Identify recurring issues and relay client feedback to product and support teams to drive continuous improvement.
- Utilize AI tools daily to enhance response speed and overall client service quality.
- Consistently meet targets related to call quality, response times, and client satisfaction.

Required Qualifications

- Exceptional spoken English skills with a clear accent and confident phone presence; this is the most critical requirement for the role.
- Demonstrated grit and stamina to maintain high energy and quality during long, busy shifts, taking full ownership of client problems without giving up.
- Previous experience in customer support, call center, or client-facing roles, preferably involving US clients.
- Willingness and ability to work high-volume calling shifts aligned with US business hours (night shift).
- Strong listening and problem-solving abilities, enabling quick identification of the core issue.
- Proficient written English skills for composing emails, chat messages, and detailed call notes.
- Comfortable with technology and quick to adapt to new software tools.
- Based in Lahore and able to work from the Gulberg office on a hybrid schedule.
- Female candidates are encouraged to apply and will be given preference.

Preferred Qualifications and Benefits

- Experience in SaaS, car rental, travel, or mobility support environments.
- Familiarity with CRM or ticketing systems.
- Practical experience using AI tools such as Claude or ChatGPT in daily work activities.

This role offers the opportunity to be a key part of a fast-growing company that embraces innovation and values proactive problem-solving. If you thrive in a high-energy environment and enjoy helping clients succeed, 1Now could be the perfect fit.