Customer Support & Virtual Assistant | U.S. Clients | Night Shift | DHA Lahore

We are seeking a dedicated customer support professional to join our team providing virtual assistance to businesses across the United States. In this role, you will serve as the clear and reassuring voice that customers hear when they reach out for help. Your responsibilities will include answering inquiries, booking appointments, resolving issues, and keeping customers well-informed throughout their interactions. This position requires excellent communication skills and the ability to maintain composure in challenging situations.

Key Responsibilities
- Respond promptly to calls, texts, and emails from U.S. customers.
- Schedule and manage appointments and calendars efficiently.
- Send timely updates, confirmations, and follow-up messages.
- Address complaints, reschedule requests, and urgent customer needs with professionalism.
- Provide administrative support to U.S.-based teams, including data entry and record keeping.

Required Qualifications
- Minimum of 2 years’ experience in customer support or call center environments, preferably with U.S. or international campaigns.
- Strong command of spoken English with a clear, neutral accent that is easily understood by American callers.
- Excellent listening skills, capable of understanding fast speakers, various regional accents, and handling upset customers calmly.
- Proficient in professional written communication for emails, texts, and chat interactions.
- Ability to confidently manage difficult calls and de-escalate tense situations.
- Fast and accurate typing skills (45 words per minute or higher).
- Comfortable using Customer Relationship Management (CRM) software and managing multiple screens simultaneously.
- Reliable attendance and punctuality are essential.
- Availability to work night shifts, weekends, and U.S. holidays.
- This is an on-site position located at DHA Phase 1, Lahore; remote or part-time work is not available.

Preferred Qualifications and Benefits
- Experience in scheduling, dispatch, or virtual assistant roles is advantageous.
- Competitive salary with a monthly performance-based bonus.
- Professional office environment situated in DHA Phase 1, Lahore.
- Clear career progression opportunities, including advancement to Senior Agent and Team Lead positions.
- Stable, long-term employment supporting U.S. accounts.

Shift Details:
The working hours are from 7:00 PM to 3:00 AM Pakistan Standard Time, five days per week.

Candidates who meet the above criteria and are interested in this opportunity are encouraged to prepare their CV and a brief voice introduction describing a situation where they successfully calmed an upset customer. This role demands strong communication skills above all else, and we provide comprehensive training to develop the rest. If you are confident in your English proficiency and customer service abilities, this position offers a rewarding career path with a reputable company.