Customer Service Representative

Shaikha Robo Securities (Pvt.) Ltd., an SECP-licensed Securities and Futures Adviser, is dedicated to simplifying long-term investing in Pakistan. Through its digital platform, Tijori Robo Investing, the company leverages technology, risk-based portfolio construction, and professionally designed portfolios to help investors align their investments with their individual goals and risk profiles. Tijori aims to eliminate guesswork and minimize the influence of short-term market fluctuations, promoting disciplined, long-term wealth creation. Brokerage account opening, trade execution, and custody services are facilitated through Chase Securities Pakistan (Pvt.) Ltd., an SECP-licensed securities broker. The organization prioritizes investor suitability, responsible market participation, strong governance, regulatory compliance, and a seamless technology-driven client experience.

The Customer Service Representative will serve as the primary point of contact for Tijori Robo Investing clients, providing support related to account opening, platform navigation, portfolio inquiries, and general service requests. This full-time, on-site position based in Karachi requires handling customer communications via phone, email, and chat, resolving issues promptly, and escalating complex matters when necessary. The role involves documenting interactions, adhering to internal protocols, and collaborating closely with operations, compliance, and technology teams to ensure accurate and timely responses. Additionally, the representative will educate clients about platform features, reinforce the principles of disciplined investing, and gather client feedback to enhance the overall customer experience.

Key Responsibilities:
- Provide front-line support to clients regarding account setup, platform use, and portfolio information.
- Respond to customer inquiries through multiple channels including phone, email, and chat.
- Resolve customer issues efficiently and escalate complex cases appropriately.
- Maintain accurate records of client interactions and follow established procedures.
- Collaborate with internal teams such as operations, compliance, and technology to ensure client needs are met.
- Educate clients on platform features and promote long-term, disciplined investing strategies.
- Collect and relay client feedback to contribute to service and platform improvements.

Required Qualifications:
- Proven ability to deliver high-quality customer service and maintain strong customer satisfaction.
- Experience managing customer inquiries across various communication channels.
- Understanding of customer experience principles with a commitment to continuous improvement.
- Strong verbal and written communication skills in a professional environment.
- Comfortable working with digital platforms, customer relationship management (CRM) systems, and basic office software.
- Demonstrated problem-solving skills, attention to detail, and ability to follow regulated procedures.
- Willingness to learn about investing and capital markets in Pakistan.

Preferred Qualifications and Attributes:
- Prior experience in financial services, fintech, or investment-related roles is advantageous.
- Professional and patient demeanor when interacting with customers.
- Organized with the ability to consistently follow up on outstanding issues.
- Proficiency in both English and Urdu, spoken and written.
- Interest in fintech, investing, or financial services sectors is a plus.
- Previous customer service experience is preferred but not mandatory for the right candidate.

This role offers the opportunity to be part of a forward-thinking company focused on transforming investment practices in Pakistan through technology and disciplined strategies. Candidates eager to grow their knowledge of capital markets and contribute to an innovative client experience are encouraged to apply.