Customer Service Agent

Job Title: Customer Service Agent.

Expected start date

ASAP (position is open if you can still read this)

Positions Open

10

Experience required

Fresh or atleast 1 year of experience.

Education required

Education is flexible; however, a background in engineering is a plus

Salary package

• Competitive salary and benefits package
• Monthly performance-based increments & cash bonuses

Perks

• Opportunity to work & grow with a Y-Combinator backed Founder who has been doing startups for more than a decade
• More than 90% of customers are based in the USA (get exposure working on cutting-edge/disruptive tech)
• Opportunity to travel abroad and gain invaluable exposure
  • We have offices in Pakistan, Qatar & America.
• Experience Hyper-growth in your career based on the Silicon Valley mindset
• A strong base salary
• Flexible working hours
• High performance oriented and resilient work environment / workstation
• Company Issued Laptops/ Electronic Devices based on need and performance
• Free Food ( Breakfast / Lunch / Dinner/ Snacks/ Fruits and Beverages)
• 24/7 Access to the office
• Performance base paid cool-off period
• Dedicated time / Access to a plethora of Learning Resources
• Knowledge base mini library present at the office
• Fastest network (internet) in Pakistan
• Medical insurance, treatment and employee care for astronauts
• Overnight Stay Facilitation: Sleeping pods and Lockers
• Recreational activities / trips
• Highest Grade Massage Chairs
• Gaming corner - PS5
• Insured parking space
• Support team available for facilitation of employees
• Taxation, Accounts and legal assistance for the employees.
• The best work culture/team environment in the world! Primed to set you up for either running your own company or being a C-Level Executive in one.
  
  Key Responsibilities:
  
1. Respond to customer inquiries via phone, email, and chat in a timely manner.
   
2. Collaborate with cross-functional teams to resolve complex service requests
   
3. Support onboarding of new customers by delivering introductory walkthroughs
   
4. Troubleshoot basic technical issues and provide accurate solutions
   
5. Guide customers through product features and account setup
   
6. Escalate complex issues to relevant departments or supervisors
   
7. Participate in regular training sessions to stay updated on product and policy changes
   
8. Maintain detailed and accurate customer interaction records
   
9. Follow communication scripts and adhere to support protocols
   
10. Meet performance targets related to response time, resolution rate, and satisfaction
    
11. Collect customer feedback and suggest improvements to processes
    
12. Monitor customer sentiment and escalate trends to the management team
    
13. Maintain compliance with data privacy and confidentiality guidelines during all interactions
    

• General Requirements:
  
  
  1. Bachelor’s degree in Business, Communications, IT, or a related field
     
  2. Strong verbal and written communication skills in English with a professional tone
     
  3. Familiarity with mobile/telecom or SaaS industries is a plus
  4. High energy and confidence while speaking to the clients.
     
  5. Ability to handle high-pressure situations while maintaining a calm demeanor
     
  6. Solid multitasking skills with the ability to manage multiple conversations and tasks simultaneously
     
  7. Proven ability to troubleshoot basic technical issues across web and mobile platforms
     
  8. Familiarity with CRM tools (e.g., Zendesk, Salesforce, Freshdesk) and ticketing systems
     
  9. Comfortable navigating spreadsheets, internal dashboards, and documentation tools
     
  10. Strong listening skills with the ability to interpret and respond to customer needs accurately
      
  11. Ability to quickly adapt to new technologies, workflows, and service updates
      
  12. Good judgment and discretion when handling sensitive customer information
      
  13. Willingness to work in rotating shifts, weekends, or U.S.-based time zones if required
      
  14. Self-motivated with strong time management and organizational capabilities
      
  15. Team-oriented mindset with a proactive approach to communication and collaboration
      
      
• Preferred Characteristics:
  
  1. Prior experience in customer support or call center environments
     
  2. Calm and patient demeanor when handling difficult situations
     
  3. Fast learner with a proactive approach to new tools and processes
     
  4. Strong attention to detail and organizational skills
     
  5. Passion for helping people and delivering high-quality service
     
  6. Positive attitude and strong work ethic
     
     
• Individual Characteristics:
  
  1. Unwavering commitment to quality and customer satisfaction
     
  2. Resilient mindset with the stamina to persevere through challenges
     
  3. Self-disciplined with a consistent work ethic and the courage to address issues directly
     
  4. Proactive in seeking and providing constructive feedback
     
  5. Committed to continuous learning and self-improvement
     
  6. Team player who values collective success over individual accolades
     
  7. Accountable for own work and responsible in exercising professional freedom
     
  8. Demonstrates integrity and builds trust through consistent, reliable performance
     
  9. Exhibits high energy and maintains a positive attitude in all situations
     
  10. Contributes to a respectful work environment, valuing diversity of thought and background
      
  11. Collaborative mindset with a focus on achieving team goals
      
  12. Highly adaptable and flexible in the face of changing priorities and environments
      
  13. Unwavering commitment to quality and customer satisfaction
      
  14. Self-motivated to complete tasks independently while excelling in team settings
      
  15. Resilient and persistent, with the stamina to overcome challenges
      
  16. Strong ethical foundation with the courage to address issues directly
      
  17. Detail-oriented while maintaining a strategic perspective