Client Experience Specialist

Decklaration; Lahore; Hybrid; PKR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work in Gulberg, Lahore

Support for US clients

AI-assisted tools

Job summary

1Now is seeking a Customer Experience Specialist to be the voice of our US clients. You’ll handle high-volume calls, email and chat, resolving issues in real time during US business hours.

Based in Lahore with hybrid work from the Gulberg office, you will log interactions, escalate complex problems, and use AI tools to respond faster while maintaining high customer satisfaction standards.

Qualifications

• Exceptional English with fluent spoken and written skills.
• Grit to maintain performance during long shifts.
• Experience in customer support or call centers, preferably with US clients.
• Willingness to work US business hours on a night shift.
• Strong listening and problem-solving abilities.
• Proficiency in English writing for emails and chat notes.
• Based in Lahore and able to work from Gulberg office on hybrid basis.

Responsibilities

• Handle a high volume inbound and outbound calls with US clients during US business hours.
• Resolve client queries on the first call wherever possible, from bookings to urgent issues.
• Make outbound calls for follow-ups, onboarding checks, reminders, feedback and updates.
• Stay calm and professional with frustrated clients, turning difficult calls into positives.
• Escalate complex issues to the right internal teams and follow through until resolved.
• Log every interaction, issue and outcome accurately in our support tools.
• Support clients by email and chat when call volume allows.
• Spot recurring issues and share feedback with product and support teams.
• Use AI tools in daily work to respond faster and serve clients better.

Skills

Fluent English

Grit

Customer support

US client experience

Active listening

Written English

Tech-savvy

Tools

CRM tools

Ticketing systems

Job description

1Now is a fleet management software for car rental hosts and operators in the United States. We help rental businesses run bookings, vehicles and customers from one place, and we use AI and AI agents in our daily work and in how we serve our clients.

We are a fast-paced, flat team. People here own outcomes, move quickly, and keep pushing when things get hard.

About the Role

As a Customer Experience Specialist, you will be the voice of 1Now for our US clients. Most of your day is spent on live conversations: answering inbound calls, making outbound follow-ups, and resolving client queries in real time.

You will handle a high volume of calls during US business hours. You will also support clients through email and chat when needed, the same way our Client Support team does.

Key Responsibilities

• Handle a high volume of inbound and outbound calls with US clients during US business hours.
  
• Resolve client queries on the first call wherever possible, from booking and account questions to urgent issues during an active rental.
  
• Make outbound calls for follow-ups, onboarding check-ins, reminders, feedback and issue updates.
  
• Stay calm and professional with frustrated or upset clients, and turn difficult calls into positive experiences.
  
• Escalate complex issues to the right internal team and follow through until the client confirms it is resolved.
  
• Log every interaction, issue and outcome accurately in our support tools.
  
• Support clients over email and chat when call volume allows.
  
• Spot recurring issues and share client feedback with the product and support teams.
  
• Use AI tools in daily work to respond faster and serve clients better.
  
• Meet call quality, response time and client satisfaction targets.
  

Requirements

What We Are Looking For

• Exceptional English: excellent, fluent spoken English with a clear accent and confident phone presence. This is the most important skill for the role.
• Grit: you keep your energy and quality high through long, busy shifts, take ownership, and do not give up on a client's problem.
• Experience in a customer support, call center, or client-facing role, preferably with US clients.
• Comfortable working a high-volume calling role on US business hours (night shift).
• Strong listening and problem-solving skills; you understand the real issue quickly.
• Good written English for emails, chat and call notes.
• Comfortable with technology and quick to learn new software.
• Based in Lahore and able to work from our Gulberg office on Hybrid basis.
  
• Females Candidates are encouraged to apply and will be given preference.

Nice to Have

• Experience in SaaS, car rental, travel, or mobility support.
• Experience with CRM or ticketing tools.
• Hands-on use of AI tools such as Claude or ChatGPT in daily work.