Customer Support Specialist / Virtual Assistant - TJ / 1885212

Our client, Hi-Tech Outsourcing, is seeking a Customer Support Specialist / Virtual Assistant based in Lahore. In this role, you will serve as the primary point of contact for customers, managing inbound and outbound communications via phone, email, and live chat with professionalism and care. Alongside customer support duties, you will perform various virtual assistant tasks such as scheduling appointments, maintaining records, updating CRM systems, and conducting internet research. This position requires strong multitasking abilities, attention to detail, and effective problem-solving skills to meet quality and performance standards. You will regularly interact with international clients, requiring excellent English communication skills across multiple channels. While prior experience is preferred, motivated fresh graduates with strong English proficiency are encouraged to apply. The role demands punctuality, reliability, and flexibility to work different shifts, including evenings or nights, with continuous learning of new software and client workflows to ensure exceptional service delivery.

Key Responsibilities

- Handle inbound and outbound customer calls professionally and efficiently.
- Respond promptly to customer inquiries via live chat and email, ensuring high customer satisfaction.
- Manage appointment scheduling and organize calendars for clients and customers.
- Accurately update and maintain customer and client records within CRM systems, ensuring data integrity.
- Perform data entry, manage databases, and conduct internet research to support customer and administrative tasks.
- Process and update customer requests, maintaining detailed and accurate notes for each interaction.
- Follow company and client Standard Operating Procedures precisely to maintain consistent service quality.
- Escalate complex customer issues to appropriate internal teams for timely resolution.
- Prepare basic reports and spreadsheets reflecting customer activities and performance metrics.
- Maintain confidentiality of customer and company information in all interactions.
- Multitask effectively under pressure, prioritizing workload to meet deadlines and performance targets.
- Demonstrate professional telephone etiquette and a strong customer service attitude during all interactions.
- Work independently with minimal supervision while adhering to assigned campaign schedules and requirements.
- Adapt to new software, platforms, and client processes as part of ongoing professional development.
- Maintain professional attendance, punctuality, and reliability in accordance with company policies.

Required Qualifications

- Excellent command of English communication skills, both written and verbal.
- Strong attention to detail and ability to multitask efficiently.
- Effective problem-solving and time management skills.
- Ability to maintain confidentiality and follow company protocols.
- Professional attitude with a customer-centric approach.
- Willingness to work flexible shifts, including evenings or nights if required.
- Ability to work independently while adhering to client-specific Standard Operating Procedures.

Preferred Qualifications and Benefits

- Prior experience in customer support or virtual assistance is preferred but not mandatory.
- Fresh graduates with strong English skills and eagerness to learn are welcome to apply.
- Opportunity to interact with international clients and gain valuable experience in a dynamic outsourcing environment.
- Continuous learning and development through exposure to new software and client workflows.
- A professional work environment that values punctuality, reliability, and adaptability.

This role offers a chance to develop your career in customer support and virtual assistance while working with a reputable outsourcing company committed to delivering excellent service.