Customer Support Representative (CSR)

This is a hybrid, full-time opportunity based in Islamabad with Free Mind Marketing, a well-established 360 Digital Marketing Agency operating in the MENA and Canadian markets. The role is for a Customer Support Representative who will engage with customers via chat and phone, providing timely and accurate assistance while ensuring a professional and positive customer experience. The position requires working three days onsite and two days remotely. Candidates should be prepared to thrive in a fast-paced, global agency environment and demonstrate patience, empathy, and strong communication skills.

Key Responsibilities
- Handle customer inquiries through chat, phone, and email with professionalism and efficiency.
- Provide accurate information and timely assistance to resolve customer issues.
- Document all customer interactions clearly and follow established processes and workflows.
- Escalate complex or unresolved issues to the appropriate teams as per escalation procedures.
- Maintain calm and professional communication, even in challenging situations.
- Use CRM, ticketing, and customer support tools to manage multiple customer interactions effectively.
- Adhere strictly to standard operating procedures (SOPs) and company guidelines.
- Continuously engage with customers proactively to understand their needs and enhance satisfaction.

Required Qualifications
- Excellent spoken and written English communication skills.
- Strong active listening and problem-solving abilities.
- Ability to research, understand, and retain client-specific details relevant to customer support activities.
- Strong typing and documentation skills with high attention to detail.
- Ability to remain calm and professional under pressure, especially when dealing with difficult customers.
- Comfortable working with CRM systems and other customer support software.
- Ability to manage multiple customer interactions simultaneously while maintaining quality service.
- Willingness to follow SOPs, workflows, and escalation procedures consistently.

Preferred Qualifications and Benefits
- Previous experience in customer service, call center, or support roles is preferred but not mandatory.
- A bachelor’s degree is preferred; however, fresh graduates with strong communication skills are encouraged to apply.
- Salary range for this position is PKR 35,000 to 50,000.
- The role offers a hybrid working model, combining onsite and remote workdays, promoting work-life balance.
- Opportunity to work with a dynamic, growth-focused digital marketing agency with over a decade of experience in international markets.

Hiring Process
Applicants will undergo a multi-step selection process beginning with an application review. Shortlisted candidates will complete an online test package assessing communication, customer handling, problem-solving, written English, and cultural fit. Successful candidates will then participate in a formal interview with company founders and hiring managers before final selection.

This role is ideal for candidates who are proactive, detail-oriented, and eager to contribute to a fast-moving global company while developing their customer support career within the digital marketing industry. Only serious candidates willing to work in this hybrid setup should apply.