Email Chat Support Representative

We are seeking a dedicated Customer Support Representative to join our team at our Model Town Link Road location in Lahore. This is a full-time, on-site position offering a competitive monthly salary ranging from PKR 40,000 to 50,000. The role requires a minimum of two years of relevant customer service experience, specifically handling international clients. Candidates must be willing to work rotational shifts, including nights, weekends, and public holidays as scheduled. The primary channels of support will be live chat and email, with occasional inbound calls.

Key Responsibilities
- Professionally manage customer inquiries via live chat, email, and inbound calls.
- Engage with international customers to understand and address their concerns effectively.
- Provide accurate information and appropriate solutions to customer issues.
- Handle complaints, requests, refunds, replacements, and other support-related queries as needed.
- Maintain clear and professional communication in both written and verbal forms at all times.
- Accurately document customer interactions and update records 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 experience for every customer interaction.

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, or inbound customer support.
- Strong command of written and spoken English.
- Excellent communication and problem-solving skills.
- Experience using CRM or customer support platforms.
- Familiarity with tools such as Zendesk, Freshdesk, Gorgias, Kustomer, Intercom, Salesforce, or similar software.
- 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 when scheduled.

Candidates Not Suitable for This Role
This position is not suitable 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 customer handling will not be considered.

This role offers an excellent opportunity for experienced customer support professionals seeking to work in a dynamic environment with international clientele. If you meet the above criteria and are ready to contribute to a customer-focused team, we encourage you to apply.