Remote Customer Experience Specialist

Primops; Pakistan; Remote; PKR 670,000 - 1,660,000; Full time

Job summary

Primops is seeking a Customer Experience Advisor for a fully remote role in Pakistan. You will answer incoming calls and return follow‑up calls, provide clear, helpful replies on service steps and order updates, and use approved notes to avoid guessing.

You will log details in Zendesk, manage follow‑ups from a team lead, and explain options while ensuring customer understanding. Training on Zendesk, Dialpad, and Slack is provided as you grow with the customer experience team.

Qualifications

• Professional spoken and written English for US customer calls.
• A computer, a mobile phone, a stable internet connection, and reliable electricity.
• No experience required; customer service or phone-based experience preferred.
• Willingness to learn the service and follow approved call outlines.
• Familiarity with Zendesk CRM and Dialpad phone system.
• Quiet home workspace and fully remote role.

Responsibilities

• Give clear, polite answers about services, orders, and next steps using approved notes.
• Open customer follow‑up lists and queues in Zendesk; prioritise replies.
• Take incoming calls and return calls via Dialpad; introduce yourself.
• Ask short questions to understand needs; listen without interrupting.
• Explain steps, resolve simple issues, and confirm if solution worked.
• Stay calm when customers are upset; acknowledge concerns.
• Record questions, answers, and next steps in the customer record after each call.
• Send unanswered questions to the team lead via Slack with a short summary.
• Return calls and confirm resolution; flag wrong numbers.
• Share daily call counts and common questions with the team.
• Practice call outlines and use coaching feedback later.
• Seek growth opportunities within the team.

Skills

English proficiency

Communication skills

Remote work readiness

Willingness to learn

Tools

Zendesk

Dialpad

Slack

Job description

Primops is seeking a Customer Experience Advisor for a fully remote role in Pakistan. You will answer incoming calls and return follow‑up calls, provide clear, helpful replies on service steps and order updates, and use approved notes to avoid guessing.

You will log details in Zendesk, manage follow‑ups from a team lead, and explain options while ensuring customer understanding. Training on Zendesk, Dialpad, and Slack is provided as you grow with the customer experience team.