Customer Support Agent

Unibotech seeks a dedicated and experienced Customer Support Agent to join our team and serve as the primary contact for our international clients. The ideal candidate manages customer communications across multiple channels including email, chat, and phone calls. This role involves resolving customer inquiries, addressing complaints, following up on orders, and collaborating closely with internal technical and sales teams to ensure high-quality service delivery. The candidate will supervise a team of four, ensuring smooth operations and effective client support. The successful candidate has at least two years of experience in customer service or call center roles, possesses strong communication skills in English and Urdu, and demonstrates excellent problem-solving abilities. Proficiency in MS Office, CRM software, and the ability to multitask under pressure are essential. Experience supporting industrial or instrumentation product customers is preferred but not mandatory.
Responsibilities

Respond promptly and professionally to customer inquiries via email, WhatsApp, online chat, and phone.
Register and track customer requests and support tickets using CRM tools.
Follow up on quotations, order statuses, and delivery updates to keep customers informed.
Resolve customer complaints and product-related questions with patience and clarity.
Escalate complex technical issues to the appropriate internal teams for timely resolution.
Maintain accurate and up-to-date customer records and prepare daily and weekly support reports.
Communicate effectively with internal sales and technical departments to relay customer feedback and requirements.
Provide after-sales support including documentation requests, warranty processing, and shipment follow-up.
Manage and guide a customer support team of four, ensuring productivity and quality in meeting service standards.
Handle multiple customer cases simultaneously, prioritizing workload efficiently in a high-pressure environment.