Remote Customer Success Agent – Growth & Impact

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

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.