Customer Success Agent

Primops; Pakistan; Remote; PKR 690,000 - 1,673,000; Full time

Job summary

Primops is seeking a Customer Success Agent to handle inquiries from customers, guiding them through getting started and maximizing service value. You will manage incoming and outgoing calls, keep detailed notes, and ensure smooth handoffs to the team lead when escalation is needed.

This fully remote role supports US-based customers. A monthly base salary is offered with additional bonus opportunities, with an emphasis on clarity, empathy, and effective problem-solving to help users succeed.

Qualifications

• English proficiency required for US-based customers.
• Own computer, phone, internet, and power stability.
• No prior experience required; customer-facing roles preferred.
• Willingness to learn service details and explain value simply.
• Ability to follow an approved call outline.
• Remote work setup with quiet space.
• Onboarding and training on Zendesk and Dialpad.
• Strong note-taking and follow-up discipline.

Responsibilities

• Open customer follow-up lists and the incoming call queue in a CRM such as Zendesk, plan which calls need attention first.
• Answer incoming calls and make outgoing calls through a business phone system such as Dialpad, with a friendly introduction.
• Welcome new customers and explain the first service steps, and perform regular check-ins.
• Ask short questions about each concern and listen without interrupting, using approved guidance.
• Help customers solve simple issues during calls and confirm outcomes before moving on.
• Stay calm when customers are upset, keeping responses polite and direct.
• Write notes after every call including question, answer, and next steps.
• Flag customers needing more help to the team lead with a short summary of actions taken.
• Return calls when an answer is available and ensure customer understands the solution.
• Mark wrong numbers or duplicate entries and share daily call counts and questions with the team.
• Meet quality standards through accurate notes, polite conversations, prompt follow-up, and complete records.

Skills

Professional spoken and written Engli​

Stable internet connection

Reliable electricity

Willingness to learn

Comfort learning customer record tools

Ability to follow call outline

Patience with repeated questions

Quiet place for calls

Fully remote role

Tools

Zendesk

Dialpad

Job description

Job Title:

Customer Success Agent

Monthly Pay:

PKR 61,870 - 149,870 per month

Summary:

Customers ask how to get started or use a service, and you reply with clear steps they can follow. Incoming customer calls and planned return calls shape your daily list of work. You welcome new customers, make regular check-in calls, and help people get more value from the service. Your goal is to solve simple concerns and notice when a customer needs extra help. A customer success team lead reviews your progress and guides you through questions that need further support. You can work from home in this fully remote role while keeping customer conversations and notes organized. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Open customer follow-up lists and the incoming call queue in a CRM such as Zendesk, a system storing customer details. Plan which calls need attention first.


• Answer incoming calls and make outgoing calls through a business phone system such as Dialpad. Give a friendly introduction and explain why you are calling.


• Welcome new customers and explain the first service steps. Make regular check-in calls to understand progress and identify any difficulties.


• Ask short questions about each concern and listen without interrupting. Use approved guidance to explain service features, order updates, and useful next steps.


• Help customers solve simple issues during the call. Ask them to confirm whether the suggested steps worked before moving on.


• Stay calm when customers feel upset or rushed. Give them time to explain and keep your replies polite and direct.


• Write notes after every call, including the question, answer, and agreed next step. Keep notes clear enough for another team member.


• Flag customers who need more help to the customer success team lead. Include a short summary and explain what you already tried.


• Return calls when an answer becomes available. Confirm that the customer understands the solution before marking the issue as resolved.


• Mark wrong numbers, duplicate entries, and requests not to receive calls. Share daily call counts and common customer questions with the team.


• Meet quality standards through accurate notes, polite conversations, prompt follow-up, and complete customer records. Use coaching feedback to improve future calls.

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 required; customer service, phone support, or other customer-facing experience is preferred.


• Willingness to learn how the service works and explain its value in simple words.


• Comfort learning customer record tools and phone software through practice and guided examples.


• Ability to follow an approved call outline without making the conversation difficult to understand.


• Care when writing customer notes, setting reminders, and checking that the next step is clear.


• Patience with repeated questions and confidence asking for help when an answer is unclear.


• A quiet place for calls and the ability to listen closely while using customer details.


• A fully remote role where you work from home and support customers by phone.


• Structured onboarding and training on Zendesk and Dialpad, with guided practice for common customer questions.


• Regular check-ins with the team lead to review progress and discuss difficult conversations.


• Growth opportunities within the team as you build service knowledge and strengthen your customer support skills.