Client Engagement Representative (Remote)

About the role

This is a fully remote Client Engagement Representative position based in Pakistan, working from home with shared tools for calls and customer notes. You reply to customer questions about service changes and unresolved concerns, keep regular contact with existing clients and help resolve issues through patient phone conversations. The role pays a monthly base salary of PKR 61,520 to 145,550 plus bonus opportunities.

Key responsibilities

• Review customer follow-up lists and incoming call queues in a CRM such as HubSpot, prioritising waiting concerns.
• Answer incoming calls and make planned calls through a business phone system such as Aircall, explaining why you are calling.
• Ask what the customer needs, listen carefully, and use short questions to clarify details; note feedback from regular client conversations.
• Explain services, order updates and next steps using approved reference notes, keeping replies simple and checking understanding.
• Help customers solve simple problems and ask them to confirm whether the suggested steps resolved their concern.
• Stay calm when customers feel upset or hurried, recognising their concern and explaining what you can do next without making promises.
• Write the question, answer, feedback and next action in the customer record after each call, set reminders for follow-ups and send unanswered questions to the team lead with a short summary.
• Call customers awaiting updates, confirm resolution and close records, marking wrong numbers, duplicates and requests for no further calls.
• Share daily call counts and common questions with the team; quality reviews check accurate notes, polite calls, quick follow-up and complete records.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience is required; customer service, phone support or other customer-facing experience is preferred.
• Willingness to learn the service, follow approved call outlines and use feedback during practice conversations.
• Comfort learning customer record tools and phone systems, patience with repeated questions and care when entering customer notes.
• A quiet place for calls where you can hear customers clearly.

Required skills

• Computer, mobile phone, stable internet connection and reliable electricity.
• CRM (HubSpot) and business phone system (Aircall) are used; structured onboarding and training is provided.

What we offer

• Fully remote work from home.
• Structured onboarding and training on HubSpot and Aircall.
• Regular check-ins with the team lead to review questions, practice replies and discuss progress.
• Growth opportunities within the team as service knowledge and call skills improve.
• Bonus opportunities.