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 role offering a competitive monthly salary between PKR 40,000 and 50,000. The position requires a minimum of two years’ experience in customer service, specifically handling international clients through live chat, email, and inbound calls. Candidates must be willing to work rotational shifts, including nights, as well as weekends and public holidays when scheduled. The role demands excellent communication skills, professionalism, and the ability to provide timely and accurate solutions to customer inquiries.

Key Responsibilities

- Professionally manage customer queries via live chat, email, and inbound calls.
- Engage with international customers to understand and address their concerns effectively.
- Deliver accurate information and appropriate solutions to customer issues.
- Handle complaints, requests, refunds, replacements, and other support-related matters as needed.
- Maintain clear and 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.
- Practical experience in at least one of the following support channels: live chat, email support, or inbound customer support.
- Strong command of written and spoken English.
- Excellent communication and problem-solving abilities.
- Familiarity with CRM and customer support platforms.
- Experience using 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 as required.

Candidates Not Suitable for This Role

This position is not suitable for fresh graduates without relevant experience or those with only internship experience. It is also not intended for sales executives, telesales representatives, cold callers, business development representatives, field sales representatives, or candidates who have only local customer service experience without exposure to international customer handling.

We encourage candidates who meet the above criteria and are committed to delivering exceptional customer support to apply for this opportunity.