Customer Support Specialist - (Lahore | Onsite | Tax Free Salary)

Hiring a Customer Support Specialist - Lahore (Onsite)

About the Company:

An innovatice and dynamic Game Development , outsourcing and consulting company having vast experience & success in building Dedicated Development Teams of different sizes for international customers.

Role Overview:

We're looking for a Customer Support Specialist with an authentic American accent and a passion for delivering a high-touch client experience. You'll be the first point of contact for Efani customers — answering calls, handling chats, resolving issues, and ensuring every client interaction reflects our reputation for reliability and security.

This is a non-sales role, focused on support, troubleshooting, and client satisfaction

Key Responsibilities

• Answer inbound calls, chats, and emails from Efani customers promptly and professionally.

• Assist clients with SIM activations, plan questions, billing inquiries, and troubleshooting.

• Maintain a calm, polite, and confident tone — always representing Efani's premium image.

• Accurately record customer interactions and resolutions in the CRM/support system.

• Escalate complex or technical issues to internal specialists when needed.

• Collaborate with the operations and engineering teams to improve customer experience.

• Follow scripts and SOPs, but also apply judgment to deliver empathetic, human support.

Ideal Background

• 2–5 years in customer support or client success (telecom, fintech, or SaaS preferred).

• Fluent English with a clear, neutral, or American accent — tested during interview.

• Confident on the phone and able to de-escalate challenging situations.

• Comfortable using CRM or ticketing tools (HubSpot, Zendesk, Intercom, or similar).

• Excellent written communication for chat and email support.

• Stable internet, quiet workspace, and professional audio setup for call handling.

KPIs / Success Metrics

• Average response & resolution time

• Customer satisfaction (CSAT) or NPS score

• Call quality and professionalism ratings

Adherence to support scripts and SOPs

What we offer

• Tax free Salary

• Flexible working hours

Other Details:

Experience: 2 to 5 years
Location: Phase 8, Lahore
Wordking days & timings: Monday to Friday (12 pm to 8 pm)

About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our Whatsapp Channelhttps://whatsapp.com/channel/0029VamSiLr5fM5fMtAdCS2M to stay updated or visit www.hrways.co to know more."