Client Experience Specialist

About the role

As a Client Experience Specialist at 1Now, you will be the primary voice for US clients, handling live conversations through calls, email, and chat. You will work during US business hours from our Gulberg office in Lahore, using AI tools to enhance service quality.

Key responsibilities

• Handle a high volume of inbound and outbound calls with US clients during US business hours.
• Resolve client queries on the first call whenever possible, covering bookings, account questions, and urgent rental issues.
• Make outbound calls for follow‑ups, onboarding check‑ins, reminders, feedback and issue updates.
• Escalate complex issues to the appropriate internal team and ensure resolution is confirmed by the client.
• Log every interaction, issue and outcome accurately in support tools and share recurring issues with product and support teams.

Required profile

• Exceptional spoken English with a clear accent and confident phone presence.
• Strong grit: maintain high energy and quality through long, busy shifts and take ownership of client problems.
• Experience in customer support, call centre, or client‑facing roles, preferably with US clients.
• Comfortable working night shifts aligned with US business hours.
• Based in Lahore and able to work from the Gulberg office on a hybrid basis.

Required skills

• Proficiency with AI tools such as Claude or ChatGPT for daily work.
• Familiarity with CRM or ticketing systems.
• Strong listening and problem‑solving abilities.
• Good written English for email, chat and call notes.