Customer Support Assistant

Primops; Pakistán; A distancia; PKR 672.000 - 1.610.000; Jornada completa

Descripción de la vacante

Primops in Pakistan is seeking a Customer Support Assistant to handle US-based calls. This fully remote role pays PKR 60,240 to 144,310 per month plus bonus opportunities. You’ll address questions, provide clear guidance, and document interactions in Freshdesk with a supportive team lead.

You’ll work with JustCall for calls, maintain accurate notes, and require a quiet home workspace with reliable internet. Prior experience is welcome but not required.

Formación

• English speaking and writing proficiency for US-based calls.
• Must have computer, phone, stable internet, and reliable electricity.
• No experience required; related customer support experience preferred.
• Willingness to learn service and follow approved call outline.
• Familiar with Freshdesk CRM and update notes.
• Willingness to use JustCall for calls.
• Ability to listen, ask clear questions, explain steps.
• Careful note-taking and documenting customer details.
• Quiet home workspace for calls.
• Fully remote role with work-from-home setup.
• Onboarding and training on Freshdesk and JustCall.
• Regular check-ins with team lead for feedback.
• Growth opportunities within the team.

Responsabilidades

• Open follow-up lists and call queues in CRM (Freshdesk) and plan attention.
• Receive calls via JustCall; introduce yourself and explain purpose.
• Listen, ask short questions to gather missing details.
• Explain services and order updates using the approved guide.
• Resolve simple issues during calls; confirm resolution.
• Stay calm when customers are upset; guide to solutions.
• Update customer records after calls with actions and next steps.
• Send unresolved questions to the team lead with a summary.
• Follow up with waiting customers and close resolved issues.
• Mark wrong numbers or duplicates; share daily call counts and questions.
• Meet quality standards; use call outlines and coaching feedback.

Conocimientos

English proficiency

Communication skills

Active listening

Problem solving

Remote work discipline

Herramientas

Freshdesk

JustCall

Descripción del empleo

Job Title: Customer Support Assistant

Monthly Pay: PKR 60,240 - 144,310 per month

Summary:

Customers ask how a service works, what an order update means, and what they should do next. You give clear replies and help them resolve simple problems by phone. Your work comes through incoming calls and customer follow-up lists. You listen, explain approved steps, and keep useful notes after each call. A customer support team lead guides your work and helps with difficult questions. This position is fully remote, so you can work from home. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Open customer follow-up lists and incoming call queues in a CRM such as Freshdesk, a system storing customer details. Plan which customers need attention first.
• Receive customer calls and make follow-up calls through a business phone system such as JustCall. Introduce yourself politely and explain the reason for calling.
• Listen closely to each question or concern. Ask short questions to understand missing details before suggesting a next step.
• Explain services, products, order updates, and next steps in simple words. Use the approved help guide rather than guessing answers.
• Resolve simple issues during the call using approved steps. Ask the customer whether the answer or action has solved their concern.
• Stay calm when customers feel upset or rushed. Give them space to explain, then guide the conversation toward a useful answer.
• Update each customer record after the call. Note the question, the answer given, any action taken, and the next step.
• Send questions you cannot answer to the customer support team lead. Include a short summary so customers avoid repeating themselves.
• Follow up with customers waiting for answers. Confirm the issue is resolved before closing the record, and keep any open next steps clear.
• Mark wrong numbers, duplicate entries, and requests not to call. Share daily call counts and common questions with the team.
• Meet quality standards through accurate notes, polite calls, quick follow-up, and complete records. Practice call outlines and use coaching feedback to improve.

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. Related customer support, phone, or customer-facing experience is preferred.
• Willingness to learn the service and follow an approved call outline without sounding rushed.
• Comfort learning a CRM such as Freshdesk to find customer details and update call notes.
• Willingness to use a business phone system such as JustCall for incoming and outgoing calls.
• Ability to listen carefully, ask clear questions, and explain steps in common words.
• Care with written notes, customer details, and reminders so the next person understands what happened.
• A quiet place to take calls, patience with repeated questions, and readiness to ask for help.
• A fully remote role where you work from home and support customers by phone.
• Structured onboarding and training on a CRM such as Freshdesk and a business phone system such as JustCall.
• Regular check-ins with the team lead to review questions, discuss calls, and receive useful feedback.
• Access to growth opportunities within the team as you build customer support skills.