Email Support Executive

Zameen; Lahore; On-site; PKR 502,000 - 725,000; Full time

Job summary

Zameen in Lahore is seeking a Customer Support Specialist to respond to customer queries via email or chat, guiding users through features and resolving issues. You will identify needs and ensure timely assistance while maintaining a positive user experience.

You will update internal databases with technical discussions, share feedback with Product and Marketing, and assist in training junior colleagues to maintain high service standards.

Qualifications

• Experience in Customer Support or similar CS role
• Excellent communication and problem-solving skills
• Ability to multi-task and stay patient in tough cases
• Familiarity with help desk software and remote support tools
• Understanding of CRM systems

Responsibilities

• Respond to customer queries via email or chat in a timely and accurate manner
• Identify customer needs and help users navigate features
• Update internal databases with technical issue information and discussions
• Share feature requests and workarounds with team members
• Inform customers about new features and functionalities and follow up to ensure resolution
• Gather customer feedback for Product, Sales or Marketing teams
• Assist in training junior Customer Support Representatives

Job description

Job Responsibilities

• Respond to customer queries in a timely and accurate way, via email or chat
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales or Marketing teams
• Assist in training junior Customer Support Representatives

Job Requirements

• Experience as a Customer Support Specialist or similar CS role
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Familiarity with our industry is a plus

Location: Lahore