Customer Support Representative | International Clients | Chat & Email Support

We are seeking a dedicated Customer Support Representative to join our team at our Model Town Link Road office in Lahore. This is a full-time, on-site position offering a competitive monthly salary ranging from PKR 40,000 to 55,000. The role involves working rotational shifts, including nights, and requires handling customer interactions primarily through live chat and email support channels. The ideal candidate will have a minimum of two years of relevant experience and be comfortable communicating with international customers to provide timely and effective solutions.

Key Responsibilities
- Professionally manage customer queries via live chat, email, and inbound calls.
- Engage with international customers, understanding their concerns and providing accurate information.
- Address customer complaints, requests, refunds, replacements, and other support-related issues as needed.
- Maintain clear, professional written and verbal communication at all times.
- Accurately record customer interactions and update information in the CRM system.
- Adhere to established customer service procedures and escalation protocols.
- Ensure response times and quality standards are consistently met.
- Collaborate with internal teams to resolve customer issues efficiently.
- Foster a positive and professional customer experience throughout all interactions.

Required Qualifications
- Minimum of 2 years of hands-on experience in Customer Service or Customer Support roles.
- Proven experience working with international customers or clients.
- Proficiency in live chat support, email support, and inbound customer support.
- Strong command of written and spoken English.
- Excellent communication and problem-solving skills.
- Experience using CRM or customer support platforms such as Zendesk, Freshdesk, Gorgias, Kustomer, Intercom, Salesforce, or similar tools.
- Current residence in Lahore with the ability to commute to Model Town Link Road.
- Willingness to work rotational and night shifts, including weekends and public holidays as scheduled.

Candidates Not Suitable for This Role
This position is not intended for fresh graduates without relevant experience, candidates with only internship experience, or those whose background is primarily in sales roles such as Sales Executives, Telesales Representatives, Cold Callers, Business Development Representatives, or Field Sales Representatives. Additionally, candidates with experience limited to local customer service without exposure to international markets will not be considered.

Application Considerations
Applicants should be prepared to answer questions regarding their current and expected salary, confirm their experience in chat support and calling for at least 1-2 years, specify their residential area within Lahore, and detail any previous experience handling customers from international markets such as the US, UK, Canada, or Australia.

This role requires a committed professional who thrives in a dynamic, customer-focused environment and is eager to contribute to delivering exceptional service to a global client base.