Customer Support Assistant

We are seeking a Customer Support Assistant to join our fully remote team. In this role, you will handle incoming customer inquiries primarily by phone, providing clear explanations about services, order updates, and next steps. Your main focus will be to listen carefully, resolve straightforward issues using approved procedures, and maintain accurate records of each interaction. You will work closely with a team lead who will support you with complex questions and ongoing coaching. This position offers a monthly base salary with bonus opportunities and allows you to work comfortably from home.

Key Responsibilities

- Manage customer follow-up lists and incoming call queues using a CRM system such as Freshdesk, prioritizing customers who need attention first.
- Receive and make follow-up calls through a business phone system like JustCall, introducing yourself politely and explaining the purpose of the call.
- Listen attentively to customer questions or concerns, asking concise questions to gather missing details before suggesting the next steps.
- Clearly explain services, products, order updates, and procedures using approved help guides, avoiding guesswork.
- Resolve simple issues during calls by following established steps and confirm with customers that their concerns have been addressed.
- Maintain composure when dealing with upset or rushed customers, allowing them to express themselves before steering the conversation toward a helpful resolution.
- Update customer records after each call, noting the question, response, any actions taken, and next steps.
- Escalate unanswered questions to the customer support team lead with a brief summary to prevent customers from repeating information.
- Follow up with customers awaiting responses, ensuring issues are resolved before closing records and keeping any outstanding actions clear.
- Identify and mark wrong numbers, duplicate entries, and customers who request no further calls. Share daily call statistics and common inquiries with the team.
- Meet quality standards by maintaining accurate notes, conducting polite calls, performing timely follow-ups, and keeping complete records. Use coaching feedback to improve performance continually.

Required Qualifications

- Proficient spoken and written English, as most calls will be with customers in the United States.
- Access to a computer, mobile phone, stable internet connection, and reliable electricity.
- No prior experience required, though related customer support or phone experience is preferred.
- Willingness to learn the service and adhere to approved call scripts without sounding rushed.
- Ability to use a CRM like Freshdesk for accessing customer details and updating call notes.
- Comfortable using a business phone system such as JustCall for handling calls.
- Strong listening skills, with the ability to ask clear questions and explain steps in simple language.
- Attention to detail when recording notes, customer information, and reminders to ensure smooth handoffs.
- A quiet workspace for taking calls, patience for repeated questions, and readiness to seek help when needed.

Preferred Qualifications and Benefits

- This is a fully remote position, allowing you to work from home while supporting customers by phone.
- Structured onboarding and training will be provided on CRM tools like Freshdesk and phone systems such as JustCall.
- Regular check-ins with a team lead to review questions, discuss calls, and receive constructive feedback.
- Opportunities for growth within the customer support team as you develop your skills.
- Bonus opportunities based on performance.

This role offers a competitive salary range of PKR 60,240 to 144,310 per month, reflecting experience and performance. If you are patient, detail-oriented, and eager to help customers, this position provides an excellent opportunity to grow in a supportive, remote work environment.