Customer Support Specialist

As a Customer Support Specialist, you will be responsible for conducting video sessions to educate and assist customers about our products and services. Your role is crucial in delivering exceptional customer experiences, addressing inquiries, and ensuring customers have a clear understanding of our offerings. You will serve as a direct point of contact, guiding customers through product features and resolving concerns effectively.

Key Responsibilities:
Customer Engagement & Video Sessions:

• Conduct one-on-one video sessions with customers to explain product features and benefits.
• Provide step-by-step demonstrations to ensure customers fully understand how to use our products/services.
• Answer customer questions during sessions and clarify any concerns.

Customer Support & Assistance:

• Respond to customer inquiries via video calls, chat, and email in a professional and timely manner.
• Assist customers with troubleshooting and provide solutions to product-related issues.
• Maintain a high level of product knowledge to provide accurate and helpful guidance.

Proactive Customer Communication:

• Follow up with customers post-session to ensure they are successfully using the product.
• Share best practices, product updates, and additional resources to enhance customer experience.
• Identify customer pain points and escalate technical issues to the appropriate teams when necessary.

Customer Satisfaction & Feedback Collection:

• Gather feedback during and after video sessions to improve the customer support process.
• Provide insights to internal teams regarding common customer concerns and improvement areas.

Upselling & Cross-Selling Opportunities:

• Identify customer needs and recommend suitable products or services that align with their requirements.
• Educate customers on available add-ons and upgrades to enhance their experience.

Qualifications & Skills:Education:

• Bachelor’s degree in Business, Communications, Marketing, or a related field (preferred).

Experience:

• 2 years of experience in customer support, customer service, or a similar role.
• Experience conducting video consultations or product demonstrations is a plus.

Skills & Competencies:

• Excellent verbal communication and presentation skills.
• Confident and professional presence on video calls.
• Strong problem-solving and interpersonal skills.
• Ability to work in a fast-paced, customer-focused environment.
• Tech-savvy with experience using video conferencing tools (e.g., Zoom, Google Meet).
• Proficiency in CRM software and customer support platforms.

Why Join Us?

• Career growth opportunities, professional development programs, and a balanced work environment.
• Be part of a customer-centric and innovative team delivering high-quality support.

Education:

• Bachelor’s (Required)

Experience:

• Customer Support: 2 years (Required)
• Video Sessions: Preferred

Location:

• Lahore (Required)

Job Type: Full-time

Pay: Rs60,000.00 – Rs75,000.00 per month

Work Location: In person