Customer Support Specialist

Hiring a Customer Support Specialist - Lahore (Onsite)

About the Company:

An innovatice and dynamic Game Development , outsourcing and consulting company having vast experience & success in building Dedicated Development Teams of different sizes for international customers.

Role Overview:

We're looking for a Customer Support Specialist with an authentic American accent and a passion for delivering a high-touch client experience. You'll be the first point of contact for Efani customers — answering calls, handling chats, resolving issues, and ensuring every client interaction reflects our reputation for reliability and security.

This is a non-sales role, focused on support, troubleshooting, and client satisfaction

Key Responsibilities

• Answer inbound calls, chats, and emails from Efani customers promptly and professionally.
• Assist clients with SIM activations, plan questions, billing inquiries, and troubleshooting.
• Maintain a calm, polite, and confident tone — always representing Efani's premium image.
• Accurately record customer interactions and resolutions in the CRM/support system.
• Escalate complex or technical issues to internal specialists when needed.
• Collaborate with the operations and engineering teams to improve customer experience.
• Follow scripts and SOPs, but also apply judgment to deliver empathetic, human support.

Ideal Background

• 2–5 years in customer support or client success (telecom, fintech, or SaaS preferred).
• Fluent English with a clear, neutral, or American accent — tested during interview.
• Confident on the phone and able to de-escalate challenging situations.
• Comfortable using CRM or ticketing tools (HubSpot, Zendesk, Intercom, or similar).
• Excellent written communication for chat and email support.
• Stable internet, quiet workspace, and professional audio setup for call handling.

KPIs / Success Metrics

• Average response & resolution time
• Customer satisfaction (CSAT) or NPS score
• Call quality and professionalism ratings

Adherence to support scripts and SOPs

What we offer

• Tax free Salary
• Flexible working hours

Other Details:

Experience: 2 to 5 years
Location: Phase 8, Lahore
Wordking days & timings: Monday to Friday (12 pm to 8 pm)

Job Type: Full-time

Work Location: In person