US Client Experience Specialist — Hybrid (Lahore)

Decklaration; Lahore; Hybrid; PKR 900,000 - 1,500,000; Full time

Benefits offered by this job

Hybrid work in Gulberg, Lahore

Support for US clients

AI-assisted tools

Job summary

1Now is seeking a Customer Experience Specialist to be the voice of our US clients. You’ll handle high-volume calls, email and chat, resolving issues in real time during US business hours.

Based in Lahore with hybrid work from the Gulberg office, you will log interactions, escalate complex problems, and use AI tools to respond faster while maintaining high customer satisfaction standards.

Qualifications

• Exceptional English with fluent spoken and written skills.
• Grit to maintain performance during long shifts.
• Experience in customer support or call centers, preferably with US clients.
• Willingness to work US business hours on a night shift.
• Strong listening and problem-solving abilities.
• Proficiency in English writing for emails and chat notes.
• Based in Lahore and able to work from Gulberg office on hybrid basis.

Responsibilities

• Handle a high volume inbound and outbound calls with US clients during US business hours.
• Resolve client queries on the first call wherever possible, from bookings to urgent issues.
• Make outbound calls for follow-ups, onboarding checks, reminders, feedback and updates.
• Stay calm and professional with frustrated clients, turning difficult calls into positives.
• Escalate complex issues to the right internal teams and follow through until resolved.
• Log every interaction, issue and outcome accurately in our support tools.
• Support clients by email and chat when call volume allows.
• Spot recurring issues and share feedback with product and support teams.
• Use AI tools in daily work to respond faster and serve clients better.

Skills

Fluent English

Grit

Customer support

US client experience

Active listening

Written English

Tech-savvy

Tools

CRM tools

Ticketing systems

Job description

1Now is seeking a Customer Experience Specialist to be the voice of our US clients. You’ll handle high-volume calls, email and chat, resolving issues in real time during US business hours.

Based in Lahore with hybrid work from the Gulberg office, you will log interactions, escalate complex problems, and use AI tools to respond faster while maintaining high customer satisfaction standards.