Customer Support Specialist (Cell Phone)

About the role

Desknock is hiring a Customer Support Specialist in Lahore. You will handle customer inquiries, resolve issues and deliver a positive customer experience using your communication and problem-solving skills. The role involves working closely with customers through active listening and accurate information, and uses the company's CRM software; it does not involve team management.

Key responsibilities

• Respond promptly and professionally to customer inquiries by phone, email or chat, and escalate issues when necessary
• Use active listening to understand customer concerns and provide appropriate solutions
• Navigate and update customer records in the CRM software to track interactions and case progress
• Apply product knowledge to explain features, usage, troubleshooting and promotions
• Manage several support cases at once, ensuring timely resolution and follow-up
• Show empathy and patience with difficult customers to build trust
• Collaborate with internal teams on feedback, recurring issues and process improvements
• Keep up with industry trends, especially in the cell phone sector
• Follow company policies and regulatory standards, and document customer interactions for reporting and analysis

Required profile

• At least two years of experience, preferably in the cell phone industry
• Bachelor's degree in business or engineering
• Ability to manage multiple tasks, show empathy and apply product knowledge