Client Relations Associate

We are seeking a Client Relations Associate to join our fully remote team. In this role, you will handle incoming customer inquiries about order status, service options, and unresolved issues, providing clear and practical responses. Your daily tasks will include managing incoming calls and scheduled callbacks, maintaining regular contact with existing clients, and accurately recording their needs and feedback. The goal is to resolve simple concerns efficiently while ensuring customers understand the next steps. You will work closely with a customer service team lead who will support you in crafting clear responses and escalating more complex issues. This position offers a monthly base salary with additional bonus opportunities.

Key Responsibilities:
- Review customer history and schedule follow-up calls using CRM software such as HubSpot to maintain detailed customer records.
- Handle inbound calls and proactively contact clients through business phone systems like Aircall, introducing yourself clearly and professionally.
- Ask concise questions to understand each customer’s concern, listen attentively without interruption, and document their feedback for future reference.
- Explain service options, provide order updates, and outline next steps using approved scripts, ensuring customers fully understand before proceeding.
- Resolve straightforward issues during calls and confirm whether the solution was helpful, maintaining patience with upset or hurried customers.
- Record detailed notes after every interaction, including the customer’s question, your response, and any agreed-upon follow-up actions.
- Escalate unresolved questions to the customer service team lead with a brief summary of the issue and prior troubleshooting steps.
- Follow up with customers awaiting responses, keeping them informed and confirming resolution before closing cases.
- Identify incorrect numbers, duplicate records, and customers who opt out of calls, keeping follow-up reminders up to date for timely callbacks.
- Share daily call metrics and common customer inquiries with the team, and participate in coaching sessions to practice approved call procedures.
- Maintain quality standards through accurate documentation, courteous communication, prompt follow-up, and complete customer records, using feedback to improve future interactions.

Required Qualifications:
- Proficient spoken and written English, as most calls will be with customers based in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity to support remote work.
- No prior experience required; however, experience in customer service, phone support, or client-facing roles is preferred.
- Willingness to learn the company’s services and adhere to approved call scripts without making unsupported promises.
- Ability to navigate customer record systems and calling tools, including saving notes and reviewing past conversations.
- Strong communication skills to explain service steps clearly and ask clarifying questions when customer concerns are unclear.
- Attention to detail when entering call outcomes, verifying customer information, and setting reminders for follow-up actions.
- Patience and a calm demeanor when handling repeated questions or frustrated customers.
- A quiet workspace suitable for taking calls and the ability to write concise summaries understandable to teammates.

Preferred Qualifications and Benefits:
- This is a fully remote, work-from-home position focused on delivering excellent customer support through clear communication.
- Structured onboarding and training on CRM and business phone systems will be provided.
- Regular check-ins with the team lead to review calls, receive feedback, and address learning needs.
- Opportunities for professional growth as you deepen your service knowledge and enhance your communication skills.
- Bonus opportunities based on performance.

The monthly salary range for this position is PKR 61,340 to PKR 147,720. If you are motivated to provide exceptional client support and grow within a remote team environment, we encourage you to apply.