Level 1 Voice Customer Happiness Expert

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.

Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.

Besides its SaaS business, Circles operates three other distinct businesses:

• Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
• Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.

Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

Title: Level 1 Voice Customer Happiness Expert

Mode: Full-time Permanent

Location: Islamabad or Lahore

*Please note that this role requires working from the office five days a week, based in either Islamabad or Lahore.

Role Summary

Circles.Life is looking for a Customer Happiness Expert who is meticulous, energetic and has a passion for customer service and satisfaction.

As a key member of our team, your responsibilities include but not limited to:

• Handling Voicemail messages from customers and provides first line customer service support and immediate problem resolutions through call back.
• Handle multiple chats and resolve customers' concerns in an effective, efficient and timely manner via Live chat, Email, Social Media as needed
• Handle difficult or agitated customers and convey genuine empathy
• Respond to customer comments and/or inquiries in a manner that the situation/concern is understood
• Work with other departments in resolving customer's delivery, order management, network, app and billing issues
• Work closely with other team members to resolve any challenging issues encountered
• Perform ad-hoc tasks as needed for callback requests from customers and cross functional teams.

Requirements/Qualifications

• Experience in E-commerce, BPO, or Telco industry will be preferred
• At least 2 years experience in customer service (Voice Support - Inbound/Outbound)
• Excellent communication skills (English)
• Amenable to shifting and weekend schedules
• Experience in a chat support environment is a plus
• Ability to multitask and work under pressure
• Exceptional customer service skills
• Passion for service excellence
• Experience with Zendesk is a plus but not required

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

Data Protection and Privacy Statement

By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.

To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.

Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.