Customer Support Specialist

Simba Translation Ventures, Lahore

Lahore , Pakistan

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Simba Translation Ventures (SMC-Pvt) Ltd., based in Lahore, is a leading provider of translation and interpretation services connecting local and global clients across various industries. With a network of over 250 native translators and direct partnerships with government-registered and embassy-authorized language experts, the company offers fast, certified, and culturally accurate language solutions. Their services range from certified document translations for students and immigration applicants to complex localization projects for multinational corporations. The company prides itself on quality, reliability, and client-focused service, creating a work environment where attention to detail and customer care are paramount.

The Customer Support Specialist role is a full-time, on-site position located at the Simba Translation Ventures office in Lahore. This role involves handling customer inquiries through phone, email, and chat, providing clear and accurate information regarding translation and interpretation services, pricing, and delivery timelines. The specialist will be responsible for logging and tracking customer requests, coordinating with internal teams and translators, and ensuring all customer interactions are properly documented in the support system. Daily tasks include resolving routine issues, escalating complex or technical problems to the relevant departments, and following up to guarantee timely resolution and customer satisfaction. Additionally, the role requires maintaining high service standards, collecting customer feedback, and contributing suggestions to enhance support processes and overall client experience.

Key Responsibilities:
- Respond to customer inquiries via multiple communication channels, offering detailed information on services, pricing, and timelines.
- Log, track, and manage customer requests accurately within the support system.
- Coordinate effectively with internal teams and translators to ensure smooth service delivery.
- Resolve routine customer issues promptly and escalate complex matters appropriately.
- Follow up on outstanding cases to ensure timely completion and customer satisfaction.
- Maintain service quality standards and gather customer feedback for continuous improvement.
- Contribute ideas and solutions to improve customer support processes and enhance client experience.

Required Qualifications:
- Strong customer support and customer satisfaction skills to manage inquiries, set expectations, and maintain positive client relationships.
- Excellent interpersonal skills, including clear communication, empathy, and the ability to build rapport with diverse customers and internal teams.
- Technical support and analytical abilities to understand service workflows, troubleshoot common issues, and analyze customer trends.
- Proficient verbal and written communication skills in English; additional language proficiency is an advantage.
- Ability to work on-site in Lahore, handle multiple tasks simultaneously, and prioritize effectively in a fast-paced environment.
- Experience in customer service, contact centers, or client-facing roles is preferred.
- Familiarity with CRM or ticketing systems and basic office software such as email, spreadsheets, and documentation tools.
- Diploma or bachelor’s degree in business, communications, languages, or related fields is beneficial.

Simba Translation Ventures offers an opportunity to join a growing company dedicated to quality and client satisfaction. Team members benefit from a collaborative environment where attention to detail and customer care are integral to daily operations. This role is ideal for candidates seeking to develop their customer support skills within the language services industry while contributing to a trusted and expanding organization.