Kerja Sepenuh Masa, Customer Support Specialist - Team Lead - Manager di Milestone Group Of Companies - Maukerja

Role Description This is a full-time remote role for a Customer Support Specialist / Team Lead / Manager. The role involves responding to customer inquiries via phone, email, and chat, resolving issues related to bookings, itineraries, payments, and tour details, and ensuring timely and accurate information is provided to clients. The specialist will monitor customer satisfaction, track and analyze support metrics, and recommend improvements to processes and services. As a team lead or manager, the role includes guiding support staff, overseeing daily support operations, handling escalations, and coordinating with sales and operations teams to deliver a seamless customer experience. The individual will also document common issues, maintain knowledge bases, and suggest enhancements to systems and tools used for customer support.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Satisfaction, with a focus on empathy, patience, and service quality.
• Solid Communication skills, both written and verbal, to interact effectively with diverse national and international clients.
• Technical Support capabilities and comfort working with CRM systems, online booking platforms, and common support tools.
• Analytical Skills to interpret support data, identify trends, and propose process improvements.
• Experience leading or managing support teams, including task delegation, performance monitoring, and coaching.
• Ability to work independently in a remote environment, prioritize tasks, and manage time effectively.
• Familiarity with tourism or travel industry operations, especially in Pakistan’s Northern Areas, is an advantage.
• Relevant education in business, hospitality, tourism management, or a related field, or equivalent professional experience.