Customer Support Specialist | Email & Ticket Support | 10+ Yrs Exp
Result-oriented Customer Support Specialist with 10+ years of experience in
email support, ticket lifecycle management, and service desk operations.
I've worked with international brands like Uber and Talabat (via Mindbridge BPO)
and led a service desk team supporting SAR & MCR Ireland at Allsupport365.
What I bring to your project:
✔ High-volume email & ticket support with strong CSAT and FCR track record
✔ SLA adherence and conflict resolution skills
✔ CRM tools experience for accurate customer interaction tracking
✔ Native/fluent Urdu & Punjabi, professional working English (great for
translation, transcription, and content editing tasks too)
✔ Web development skills — WordPress, PHP, XAMPP — for basic site setup,
maintenance, and troubleshooting
✔ MS Office 365 & Google Workspace proficient
I'm detail-oriented, deadline-driven, and focused on clear communication.
Whether it's resolving customer queries, managing a support desk, or building
a WordPress site, I deliver reliable, professional results.
Let's discuss your project - I'm ready to get started.
Work Terms
AVAILABILITY
I am available 6 days a week (Monday–Saturday) and can accommodate flexible
hours based on project urgency. Typical working hours: 10 AM – 7 PM (PKT),
with flexibility for international clients across different time zones.
COMMUNICATION
I prefer communication via Guru messages, email, or WhatsApp/Skype (shared
upon project confirmation). I aim to respond to all messages within 2-4 hours
during working days, and I provide regular progress updates for ongoing tasks.
TURNAROUND TIME
- Customer support/email handling tasks: Same-day response
- Small WordPress/PHP fixes: 1-2 business days
- Larger web development projects: Timeline discussed and agreed before
project start
Urgent tasks are welcome — please mention deadlines upfront so I can plan
accordingly.
PAYMENT TERMS
- I work on Guru's SafePay system for secure payment.
- For hourly work: Milestone-based or weekly billing preferred.
- For fixed-price projects: 50% upfront (via milestone), remaining 50% upon
completion/delivery.
- For long-term/ongoing support roles: Weekly or bi-weekly invoicing.
REVISIONS & QUALITY
I ensure First Contact Resolution wherever possible and welcome feedback.
Minor revisions on delivered work are included at no extra cost; major scope
changes will be discussed and quoted separately.
WORKING PROCESS
1. Understand project requirements/client's expectations clearly before starting.
2. Share timeline and milestones (for larger projects).
3. Provide regular updates.
4. Final delivery with a short review/testing period.
Long-term working relationships are welcome — I value consistency and
professionalism in every project I take on.