Customer Success Agent - Remote from Lahore

HR Ways; Lahore; Remote; PKR 350,000 - 1,400,000; Full time

Job summary

A leading recruitment firm is seeking a Customer Success Agent to provide support to clients remotely from Lahore. The successful candidate will assist clients, manage queries, and improve customer satisfaction through effective communication and problem-solving skills. An ideal fit has strong analytical abilities and a proactive outlook. The role includes handling chats, conducting Zoom calls, and identifying upsell opportunities. This position offers a rotational shift from 12 pm to 8 pm with benefits like health insurance and PTO.

Benefits

Health Insurance

PTO

Qualifications

• 1+ years of experience in customer success or related field.
• Willingness to learn new tools and technologies.
• Ability to multitask and quickly adjust priorities.

Responsibilities

• Assist Mailmunch clients with their queries and issues.
• Conduct scheduled Zoom calls for assistance.
• Handle Intercom chats and create bug reports.

Skills

Analytical thinking

Empathy

Strong reporting skills

Self-motivated

Curiosity to identify and resolve issues

Active team player

Process-oriented mindset

Job description

Customer Success Agent - Remote from Lahore

Overview

A SanFrancisco based Email Marketing Company searching for tech-savvy flexible go-getters who welcome new challenges and are open to learning new tools and software.

Job Description

Were specifically looking for a customer success champion who will roll up their sleeves and offer assistance to those who seek help. As a key member of our Customer Success team, you will help clients with their queries, build strong relationships with customers, and collaborate with teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should possess Analytical thinking, Empathy, strong reporting skills, and most important of all, be self-motivated.

Objective of the role

Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction.

Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos.

Funneling user voice to the product team using our community feedback page and Intercom tools.

Take scheduled Zoom calls to offer assistance over screen share.

Upsell to existing customers or find new leads and close sales.

Identify and execute new strategies to boost MRR.

Daily Responsibilities

• Handling Intercom chats
• Creating bug reports
• Creating feature requests.
• Maintaining reporting sheets of daily activities.
• Clearing Compliance reviews.
• Keeping track of Churn and finding new ways to reduce that churn.

Monthly Responsibilities

• Review Bugs reported and check their current status.
• Update the Feature Requests and where they stand in terms of implementation.
• Review monthly performance as per manager.
• Offer ideas on how to improve the overall customer experience.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

Required Skills & Qualifications

• Strong drive to learn new tools and technologies.
• Curiosity to identify and resolve issues.
• Analytical and process-oriented mindset
• Active team player, self-starter, and multitasker who can quickly adjust priorities

Nice to have

• Familiarity with any CRM is nice to have
• Proficient in writing formal messages
• Familiarity with E-commerce platforms and SaaS-based businesses.

Preferred Qualifications

Timings

• Eight-hour shifts on a rotary basis for 6 months

Other Details

• Work Mode: Remote - Lahore
• Experience: 1+ years
• Days: Monday to Friday
• Timing: 12pm - 8pm (8 hours) - Rotational Shift
• Benefits: Health Insurance and PTO

About HR Ways

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more.