Senior Customer Support Agent -Remote

Fresher Jobs Hub

Available Locations: Lahore, Punjab

Job Description

Job Summary

Fresher Jobs Hub is seeking a highly skilled and dedicated Senior Customer Support Agent to join our dynamic remote team. In this role, you will be responsible for delivering exceptional customer service, managing complex customer inquiries, and providing leadership to the support team. As a senior agent, you will serve as a point of escalation for difficult issues, ensuring a smooth and professional resolution for our customers. This is an excellent opportunity for candidates who are passionate about client satisfaction and enjoy working in a fully remote environment.

Key Responsibilities

• Handle incoming customer inquiries via email, chat, and phone in a timely and professional manner.


• Resolve escalated customer issues with efficiency and empathy.


• Guide and support junior customer service agents in resolving challenging cases.


• Maintain accurate documentation of interactions and resolutions in the CRM system.


• Collaborate with other teams, including operations and technical support, to address complex customer needs.


• Identify recurring issues and provide feedback for process improvements.


• Ensure all communication aligns with company policies and brand standards.

Required Skills and Qualifications

• Strong written and verbal communication skills in English.


• Proven ability to manage escalated customer situations with professionalism.


• Exceptional problem-solving and conflict-resolution abilities.


• Ability to multitask and prioritize in a fast-paced remote environment.


• Proficiency in using CRM tools and customer service software.

Experience

• Minimum 2–4 years of experience in customer support or related roles.


• Experience in a remote or virtual support environment is preferred.


• Previous leadership or mentorship experience is an advantage.

Working Hours

• Flexible working schedule with 8-hour shifts.


• Rotational shifts may include evenings, weekends, or public holidays depending on operational needs.

Knowledge, Skills, and Abilities

• In-depth understanding of customer service best practices and escalation handling.


• Ability to work independently and as part of a remote team.


• Strong organizational and time-management skills.


• Tech-savvy with the ability to learn new tools and systems quickly.

Benefits

• Competitive salary package with performance incentives.


• Remote work flexibility for a healthy work-life balance.


• Professional growth opportunities and access to training programs.


• Supportive team environment with recognition for high performers.

Why Join

At Fresher Jobs Hub, we value innovation, teamwork, and excellence. As a Senior Customer Support Agent, you will play a critical role in delivering top-tier customer experiences and shaping the success of our support team. If you are seeking a remote role with career growth potential and the chance to make a meaningful impact, this is the perfect opportunity.

How to Apply

Interested candidates can submit their updated resume and a brief cover letter to our recruitment team via our official careers portal or email. Shortlisted candidates will be contacted for an initial interview and skill assessment.