Customer Support Executive

Job Title: Customer Support Executive
Job Type: Full-Time
Work Mode: Onsite
Location: Nazimabad
Gender Preference: Male

Work Schedule

• 5 Working Days
• Shift Options:
• 06:00 PM – 03:00 AM OR
• 09:00 PM – 06:00 AM

Job Overview

We are looking for a Customer Support Executive for one of our valued clients to handle back-office operations and provide professional call support for our USA-based business operations.

The ideal candidate should have excellent English communication skills (spoken and written), strong customer handling abilities, and experience working in a structured, process-driven environment. The role requires confidence in managing customer calls, maintaining accurate records, and delivering a high level of customer satisfaction. Experience with CRM systems is a plus.

Key Responsibilities

• Handle inbound and outbound customer calls for US-based clients in a professional and courteous manner.
• Provide accurate information related to products, services, orders, billing, and support requests.
• Resolve customer issues efficiently while ensuring a positive customer experience.
• Escalate complex or sensitive issues to the relevant department with proper documentation and follow-up.
• Maintain detailed call logs and ensure timely follow-ups as per service guidelines.
• Process customer requests, updates, documentation, and service changes accurately in internal systems.
• Maintain and regularly update customer records to ensure data accuracy and completeness.
• Monitor service tickets and ensure resolution within agreed turnaround times.
• Prepare daily and weekly reports related to call volume, resolutions, and performance metrics when required.
• Use CRM software to track customer interactions, communication history, and case status.
• Ensure compliance with company policies, quality standards, and data confidentiality requirements.
• Identify recurring customer issues and suggest process or service improvements proactively.

Education Requirements

• Undergraduate or Graduate (any discipline)
• 1 to 2 years of experience in customer support, call center, or a similar role
• Prior experience with CRM systems will be an advantage

Skills Required

• Excellent English communication skills (spoken & written)
• Strong customer handling and problem-solving skills
• Ability to work night shifts for US clients
• Attention to detail and good documentation skills
• Team-oriented with a customer-first mindset

Job Type: Full-time

Ability to commute/relocate:

• Karachi: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How many years of experience do you have

Language:

• English (Required)

Work Location: In person