An innovative and dynamic game development, outsourcing, and consulting company with extensive experience in building dedicated development teams for international clients is seeking a Customer Support Specialist. This role demands an authentic American accent and a strong passion for delivering a high-touch client experience. As the first point of contact for Efani customers, you will manage inbound calls, chats, and emails, resolve issues efficiently, and ensure every interaction reflects the company’s commitment to reliability and security. This position is strictly non-sales and focuses on support, troubleshooting, and client satisfaction.
Key Responsibilities
- Respond promptly and professionally to inbound calls, chats, and emails from Efani customers.
- Assist clients with SIM activations, plan inquiries, billing questions, and troubleshooting.
- Maintain a calm, polite, and confident tone, consistently representing Efani’s premium brand image.
- Accurately document customer interactions and resolutions in the CRM or support system.
- Escalate complex or technical issues to internal specialists as necessary.
- Collaborate with operations and engineering teams to enhance the overall customer experience.
- Follow scripts and standard operating procedures (SOPs), while applying judgment to provide empathetic and personalized support.
Required Qualifications
- 2 to 5 years of experience in customer support or client success, preferably within telecom, fintech, or SaaS industries.
- Fluent English with a clear, neutral, or American accent, which will be assessed during the interview process.
- Strong phone communication skills with the ability to de-escalate challenging situations effectively.
- Proficiency in using CRM or ticketing tools such as HubSpot, Zendesk, Intercom, or similar platforms.
- Excellent written communication skills for chat and email support.
- Access to a stable internet connection, a quiet workspace, and a professional audio setup suitable for handling calls.
Preferred Qualifications and Benefits
- Performance will be measured by average response and resolution times, customer satisfaction (CSAT) or Net Promoter Score (NPS), call quality, professionalism ratings, and adherence to support scripts and SOPs.
- The company offers a tax-free salary and flexible working hours.
- This is a full-time, in-person position located in Phase 8, Lahore.
- Working days are Monday to Friday, from 12:00 PM to 8:00 PM.
This role is ideal for candidates committed to delivering exceptional customer service in a fast-paced environment and who thrive in a collaborative team setting.
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