Chat Support Representative

Location: Lahore, Pakistan
Employment Type: Full-Time
Open Positions: 02

We are seeking two motivated and customer-oriented Customer Support Representatives to join our team. In this role, you will serve as the primary point of contact for customers, managing inquiries, booking requests, and providing outstanding support via live chat, email, and phone. Your main focus will be assisting customers with our online travel platform, including itinerary planning and booking services. The ideal candidates are patient communicators, skilled multitaskers, and dedicated to ensuring a smooth and positive customer experience.

Key Responsibilities
- Manage inbound customer communications professionally across live chat, email, and phone, addressing complaints, booking requests, reservations, follow-ups, and general questions.
- Assist customers with travel bookings, itinerary planning, and resolving platform-related issues.
- Maintain a professional, empathetic, and courteous demeanor to deliver exceptional customer service while adhering to company quality standards.
- Identify customer needs accurately, troubleshoot platform problems, and provide timely, effective solutions in line with company policies.
- Escalate complex technical or operational issues to the appropriate internal teams and ensure timely resolution.
- Navigate multiple software tools efficiently, including CRM systems, booking platforms, and knowledge bases.
- Keep detailed and accurate records of customer interactions, complaints, and resolutions.
- Achieve individual and team performance goals such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), response time, and Average Handling Time (AHT).

Required Qualifications
- Strong verbal and written communication skills in English.
- Minimum qualification of Intermediate; Bachelor’s degree is preferred.
- Between 6 months to 1 year of experience in a customer-facing or support role, ideally within the travel, hospitality, or service sectors.

Preferred Qualifications and Benefits
While not mandatory, candidates with prior experience in travel-related customer support will have an advantage. This role offers the opportunity to develop skills in a dynamic, customer-centric environment with a focus on continuous improvement and professional growth.

If you are passionate about delivering excellent customer service and thrive in a fast-paced setting, we encourage you to apply for this rewarding position.