Customer Support Executive - International

Eila Solutions is seeking a dedicated Customer Success Associate on behalf of a leading client. The role is based in Bahria Town Phase 4, Rawalpindi, with working hours from 6:00 PM to 3:00 AM, Monday to Friday, and alternate Saturdays. The position offers a competitive salary range of PKR 80,000 to 130,000, along with additional benefits. The successful candidate will be responsible for managing customer relationships, facilitating onboarding, coordinating services, and ensuring an excellent overall customer experience.

Key Responsibilities

- Act as the primary point of contact for assigned customers, establishing and maintaining strong professional relationships.
- Support the onboarding process to ensure smooth adoption of products or services.
- Proactively communicate to understand customer needs, concerns, and expectations.
- Monitor customer satisfaction, engagement levels, and overall account health.
- Collaborate with internal teams to resolve customer issues promptly and efficiently.
- Conduct regular follow-ups and keep customers informed about service delivery status.
- Maintain accurate and up-to-date customer records and interaction logs within CRM systems.
- Assist in customer retention efforts and identify opportunities to enhance the customer experience.
- Gather customer feedback and provide actionable insights to relevant departments.
- Prepare reports, service updates, and performance summaries as needed.
- Ensure adherence to service level agreements (SLAs), internal processes, and customer service standards.

Required Qualifications

- Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related field.
- 1 to 3 years of experience in Customer Success, Customer Service, Account Management, or Client Relations.
- Excellent verbal and written communication skills.
- Strong relationship management and interpersonal abilities.
- Capability to manage multiple customers or accounts simultaneously.
- Proficiency with CRM software and Microsoft Office applications.
- Effective problem-solving, coordination, and follow-up skills.
- A customer-focused mindset with a strong commitment to service excellence.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with experience in similar industries or advanced CRM expertise may have an advantage. The role offers a structured work schedule with competitive compensation and additional benefits, supporting a balanced work-life environment.

This opportunity is ideal for professionals seeking to grow their career in customer success within a dynamic and supportive environment.