Customer Support Representative (CSR)

This is a full-time, hybrid position based in Islamabad for a Customer Support Representative at Free Mind Marketing, a dynamic 360 Digital Marketing Agency operating in the MENA and Canadian markets. The role involves managing customer inquiries via chat and phone, delivering timely and accurate assistance, resolving issues, and ensuring a positive customer experience. The ideal candidate will thrive in a fast-paced global environment, demonstrating patience, empathy, clear communication, and strong problem-solving skills. This position requires adherence to established processes, documentation of interactions, and escalation of complex cases when necessary.

Key Responsibilities
- Handle customer inquiries through chat, phone, and email channels with professionalism and efficiency.
- Provide accurate and timely responses to customer questions and concerns.
- Document customer interactions thoroughly and maintain detailed records.
- Follow standard operating procedures (SOPs), workflows, and escalation protocols.
- Escalate complex or unresolved issues to the appropriate teams promptly.
- Maintain calm and professional communication, even in challenging situations.
- Manage multiple customer interactions simultaneously while ensuring quality service.
- Utilize CRM, ticketing, and other customer support tools effectively.
- Collaborate with team members and management to improve customer service processes.

Required Qualifications
- Excellent spoken and written English communication skills.
- Strong active listening and interpersonal communication abilities.
- Ability to research, understand, and retain client-specific information relevant to support activities.
- Proactive approach to customer engagement and problem resolution.
- Strong typing and documentation skills with high attention to detail.
- Ability to remain composed and professional when handling difficult customers.
- Familiarity with CRM systems, ticketing software, and communication tools.
- Ability to follow SOPs and established workflows accurately.
- Strong problem-solving and conflict-resolution capabilities.
- Capacity to manage multiple tasks and customer interactions efficiently.

Preferred Qualifications and Benefits
- Previous experience in customer service, call center, or support roles is preferred.
- Bachelor’s degree is preferred but not mandatory.
- Fresh graduates with strong communication skills are encouraged to apply.
- Competitive salary range of PKR 35,000 to 50,000.
- Hybrid work model with three days onsite and two days remote, based in Islamabad.
- Opportunity to work in a fast-growing, data-driven digital marketing agency with a global client base.

Candidates will undergo a multi-step hiring process including application review, an online test package assessing communication and problem-solving skills, followed by a formal interview with company founders and hiring managers. Successful applicants will join a professional team dedicated to delivering exceptional customer experiences and representing Free Mind Marketing’s values.

This role is ideal for individuals seeking to develop their customer support career in a vibrant agency environment, where creativity and data-driven strategies combine to drive measurable business growth. Only serious candidates willing to work in a fast-paced global company are encouraged to apply.