Client Engagement Representative

Primops; Pakistan; Remote; PKR 687,000 - 1,624,000; Full time

Job summary

Primops is hiring a Client Engagement Representative for a fully remote role. You will respond to customer inquiries, manage follow-up lists, and maintain regular contact with existing clients to understand their needs and feedback.

You will work with a team lead to choose appropriate responses and document interactions in the CRM. Responsibilities include reviewing call queues in HubSpot, handling planned and incoming calls via Aircall, and ensuring clear communication.

Qualifications

• Professional spoken and written English for US-based customers.
• Reliable internet, electricity, and a quiet workspace.
• No experience required; customer-facing experience preferred.
• Willingness to learn service and follow scripts.
• Ability to use CRM and phone systems to log notes.

Responsibilities

• Review customer follow-up lists and call queues in a CRM such as HubSpot.
• Answer incoming calls and planned calls using Aircall and explain purpose.
• Ask customers about needs, listen, and note feedback from conversations.
• Explain services and next steps using approved notes; keep replies simple.
• Help customers solve simple problems and confirm resolution.
• Maintain calm and explain next steps without making promises.
• Document questions, answers, feedback, and next actions after each call.
• Escalate unanswered questions to the team lead with a short summary.
• Call customers awaiting updates and confirm resolution before closing.
• Share daily call metrics and common questions for quality reviews.

Skills

English fluency

Phone support

Communication

Remote work

Note-taking

Tools

HubSpot

Aircall

Job description

Job Title: Client Engagement Representative

Monthly Pay: PKR 61,520 - 145,550 per month

Summary:

Customers ask about service changes and unresolved concerns, and you reply with clear answers and useful next steps. Your call queue and planned customer contact list show which conversations need your attention. You maintain regular contact with existing clients, learn their needs, and note their feedback. Your goal is to keep customers informed and help resolve concerns through patient phone conversations. A customer service team lead helps you choose the right response when a question needs more support. The position is fully remote and lets you work from home using shared tools for calls and customer notes. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities

• Review customer follow-up lists and incoming call queues in a CRM such as HubSpot, a system that stores customer details. Put waiting concerns first.
• Answer incoming calls and make planned calls through a business phone system such as Aircall, a tool for customer conversations. Explain why you are calling.
• Ask what the customer needs, listen without rushing, and use short questions to check unclear details. Note feedback from regular client conversations.
• Explain services, order updates, and next steps using approved reference notes. Keep replies simple and check whether the customer needs another explanation.
• Help customers solve simple problems during the call. Ask them to confirm whether the suggested steps have resolved their concern.
• Stay calm when customers feel upset or hurried. Recognize their concern and explain what you can do next without making promises.
• Write the question, answer, feedback, and next action in the customer record after each call. Set a reminder when another call is needed.
• Send unanswered questions to the team lead with a short summary. Keep the customer informed while waiting for guidance or an answer.
• Call customers awaiting updates and confirm resolution before closing their records. Mark wrong numbers, duplicate entries, and requests for no further calls.
• Share daily call counts and common questions with the team. Quality reviews check accurate notes, polite calls, quick follow-up, and complete records.

Qualifications

• Professional spoken and written English, because calls are generally with customers in the United States.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.
• No experience is required. Customer service, phone support, or other customer-facing experience is preferred.
• Willingness to learn the service, follow approved call outlines, and use feedback during practice conversations.
• Comfort learning customer record tools and phone systems to find details, make calls, and save useful notes.
• Ability to explain a service step in common words and check that the customer understands your answer.
• Patience with repeated questions and confidence asking for help when an answer is unclear.
• Care when entering customer notes, choosing the next action, and checking that promised follow-up is complete.
• A quiet place for calls where you can hear customers clearly and keep conversations focused.
• A fully remote work from home role centered on phone conversations and regular customer contact.
• Structured onboarding and training on a CRM such as HubSpot and a business phone system such as Aircall.
• Regular check-ins with the team lead to review questions, practice replies, and discuss progress.
• Explore growth opportunities within the team as you build service knowledge and stronger customer call skills.