Customer Support Assistant (Remote)

About the role

This fully remote Customer Support Assistant answers customer questions by phone and resolves simple issues, working from home. The team lead guides the work and helps with difficult questions. The role pays a monthly base salary plus bonus opportunities.

Key responsibilities

• Open customer follow-up lists and incoming call queues in a CRM such as Freshdesk and plan who needs attention first.
• Receive and make follow-up calls through a business phone system such as JustCall, introducing yourself and explaining the purpose of the call.
• Listen carefully, ask short questions to clarify details, and explain services, products, order updates and next steps simply, using the approved help guide.
• Resolve simple issues during the call, confirm the customer's satisfaction, and stay calm when customers are upset or rushed.
• Update each customer record with the question, answer, action taken and next step; send unanswered questions to the team lead with a short summary.
• Follow up with customers waiting for answers, confirm resolution before closing the record, and mark wrong numbers, duplicates and requests not to call.
• Share daily call counts and common questions with the team, meet quality standards, and practice call outlines and use coaching feedback to improve.

Required profile

• Professional spoken and written English, as calls are generally with customers in the United States.
• No experience required; related customer support, phone or customer-facing experience is preferred.
• Willingness to learn the service, follow an approved call outline, and learn a CRM such as Freshdesk and a phone system such as JustCall.
• A quiet place to take calls, patience with repeated questions, and readiness to ask for help.

Required skills

• Computer, mobile phone, stable internet connection and reliable electricity.
• Ability to listen carefully, ask clear questions and explain steps in common words.
• Care with written notes, customer details and reminders.

What we offer

• Monthly pay of PKR 60,240 - 144,310.
• Bonus opportunities.
• Structured onboarding and training on the CRM and phone system.
• Regular check-ins with the team lead and access to growth opportunities within the team.