Customer Support Representative - Farsi

Who We Are

EDGE is building a bridge between Top Global Talent and the US Healthcare & Insurance Industry. We are on a mission to create a borderless network of exceptional talent with people at the center of everything we do. See our values and more on onedge.co.

Role Overview

Our valued partner is seeking a Customer Support Representative (Farsi & English) to deliver exceptional customer service across a multilingual support environment. This role is responsible for assisting customers through inbound and outbound phone interactions, resolving inquiries, documenting customer cases, and ensuring a seamless customer experience across every touchpoint.

The successful candidate will primarily support English-speaking customers while also providing assistance to Farsi-speaking customers as needed. Working as part of a global customer support team, you will serve as a trusted point of contact by delivering timely resolutions, navigating multiple systems, and maintaining a high standard of professionalism and empathy throughout every interaction.

Success in this position requires excellent communication skills, confidence in handling high call volumes, strong problem-solving abilities, and the flexibility to work rotating shifts aligned with U.S. business hours. The ideal candidate is customer-focused, adaptable, detail-oriented, and passionate about delivering outstanding service.

Key Responsibilities

Customer Support & Communication

• Handle inbound and outbound customer calls in a professional, courteous, and timely manner.
• Deliver exceptional customer service while resolving customer inquiries, requests, and concerns.
• Provide clear, accurate, and empathetic support throughout every customer interaction.
• Build positive customer relationships by demonstrating professionalism, patience, and active listening.
• Escalate complex customer issues through appropriate internal channels when necessary.

Multilingual Customer Assistance

• Primarily support English-speaking customers across various customer service scenarios.
• Provide support in Farsi for customers requiring bilingual assistance.
• Ensure language support is delivered with accuracy, professionalism, and cultural awareness.
• Maintain consistent service quality across both supported languages.

Case Documentation & System Navigation

• Accurately document customer interactions, resolutions, and case details within internal systems.
• Navigate multiple applications and support platforms while actively assisting customers.
• Maintain complete and organized customer records in accordance with established procedures.
• Follow all workflows, documentation standards, and client service protocols.

Operational Excellence

• Meet established productivity, quality, and customer satisfaction goals.
• Effectively manage back-to-back customer interactions while maintaining attention to detail.
• Balance multiple priorities in a fast-paced, phone-based support environment.
• Demonstrate sound judgment and problem-solving skills to deliver efficient customer resolutions.

Team Collaboration & Compliance

• Collaborate with internal teams to ensure timely issue resolution and a seamless customer experience.
• Participate in onboarding, training sessions, coaching, and ongoing professional development.
• Adhere to company policies, security standards, confidentiality requirements, and client procedures.
• Contribute to a positive, collaborative, and customer-first team culture.

Requirements

Experience & Education

• High School Diploma or equivalent required.
• Minimum 1–2 years of experience in customer service, call center operations, phone support, or a similar customer-facing role.
• Experience supporting U.S.-based customers is preferred.
• Previous experience within healthcare, insurance, or service-based industries is considered an advantage.

Language & Communication Skills

• Excellent spoken and written English with a clear, professional communication style.
• Mandatory fluency in spoken Farsi.
• Strong verbal communication skills with the ability to build rapport and confidently handle customer conversations in both languages.
• Excellent active listening, interpersonal, and conflict resolution skills.

Technical & Functional Skills

• Comfortable working across multiple systems while managing live customer interactions.
• Strong computer literacy and ability to quickly learn new software applications.
• Ability to accurately document customer interactions while maintaining productivity.
• Reliable high-speed internet connection and a professional remote work environment.

Core Competencies

• Customer-first mindset with a passion for delivering exceptional service.
• Ability to remain calm, composed, and solution-oriented under pressure.
• Strong multitasking, organizational, and time management skills.
• Excellent attention to detail and accuracy.
• Self-motivated with the ability to work independently while contributing effectively within a team.
• Adaptable and comfortable in a fast-paced, performance-driven environment.

What We Offer

At Edge, we believe our greatest innovation is our people. When you join our globally minded team, you'll thrive in a supportive, forward-thinking environment where your growth and well-being are our top priorities.

We protect your peace of mind by offering a competitive starting base salary of USD 750 for the first three months , with an increase upon successful completion of the probationary period. You'll also receive comprehensive health and life insurance, along with a balanced leave package designed to support you and your family. This includes 14 annual vacation days with leave encashment options, 12 calendar weeks of paid maternity leave, 2 calendar weeks of paid paternity leave, and all mandated public holidays by Pakistani Law.

Discover a career where you can truly push boundaries, fully backed by a team that invests in your future and respects your rights.

Our Hiring Process

Application Review: Submit your application and resume. Our team carefully evaluates all candidates to ensure a good fit.

Edge Interview: You'll be invited to connect with a representative from Edge to present a detailed and tailored fit to your profile.

Client Interviews: Successful candidates finish an onboarding and training phase and are placed in client interviews to showcase their skills and align with specific client needs.

Final Selection: Once a good match is made, you'll join the Edge Global Talent Community, ready to make an impact in the world of healthcare.

Why Choose Edge?

• Be part of a dynamic, global community that values your skills.
• Work on projects that make a real difference in people's lives.
• Enjoy a clear path for career growth and development.
• Be a part of a people-first and talent-centric culture.

Talent Boilerplate

At Edge, we're on a mission to create a world where geographic borders are no longer a barrier for people to obtain full-time employment and fair wages. That's why we've created a global hiring network that seamlessly connects exceptional talent from all over the world with businesses in North America that most need to fill positions. The Edge Talent Network is a community of like-minded professionals through which you can unlock your potential, showcase your skills, and earn what you're worth.