Field Support Officer (FSO) - Lahore

Mohsyn is seeking a dedicated Field Support Officer to serve as the trusted on-ground representative for families across Lahore. This role involves providing compassionate, hands-on support to clients, particularly elderly individuals, by assisting with healthcare appointments, coordinating services, and responding to urgent needs. The position requires someone who is emotionally mature, resourceful, and dependable, capable of managing multiple tasks while maintaining professionalism and empathy. This is a field-based role that demands physical presence, excellent communication, and the ability to navigate real-world challenges with calm and confidence.

Key Responsibilities

- Provide compassionate and reliable support to clients and their families through regular home visits and direct assistance.
- Build trusted relationships by demonstrating patience, empathy, and professionalism, especially with elderly clients.
- Accompany clients to medical appointments, diagnostic tests, and hospital visits as needed.
- Assist with everyday service requests that family members may find difficult to coordinate remotely.
- Observe and report any changes or concerns to relevant internal teams promptly.
- Execute field assignments efficiently from start to finish, ensuring all tasks are completed to Mohsyn’s standards.
- Coordinate with internal teams, healthcare providers, vendors, and service providers to fulfill client needs.
- Follow up rigorously with vendors to confirm service delivery rather than assuming completion.
- Manage multiple assignments by prioritizing based on urgency and client requirements.
- Adapt quickly to challenges such as traffic or vendor availability, taking initiative without waiting for instructions.
- Maintain accurate documentation including proof of service, receipts, photographs, and visit notes.
- Communicate clearly and respectfully with clients, families, healthcare professionals, and vendors.
- Respond promptly and calmly to emergency situations, coordinating with healthcare and emergency services as required.
- Work in a 24/7 operational environment, including rotational shifts, weekends, and public holidays when necessary.
- Protect client confidentiality and handle sensitive information with discretion.
- Escalate unresolved issues promptly to prevent complications.

Required Qualifications

- 2–4 years of relevant experience in customer service, field operations, healthcare support, hospitality, logistics, community services, or relationship management.
- Exceptional empathy and emotional intelligence, particularly in interactions with elderly clients.
- Genuine passion for helping people and solving problems.
- Excellent spoken Urdu with clear, professional communication skills.
- Strong interpersonal skills and confidence in engaging with diverse individuals.
- Highly dependable and responsive, with a strong sense of accountability.
- Effective problem-solving skills and a resourceful, can-do attitude.
- Ability to remain calm and composed during emergencies or emotionally challenging situations.
- Proactive decision-making skills without the need for constant supervision.
- High integrity, professionalism, and respect for confidentiality.
- Physically fit and comfortable with extensive daily fieldwork and travel throughout Lahore.
- Comfortable using smartphones and digital tools for communication, navigation, and documentation.
- Willingness to work in a 24/7 care environment including shifts on weekends and public holidays.

Preferred Qualifications and Benefits

- Experience in healthcare, hospitals, home healthcare, emergency response, concierge services, or customer care.
- Prior work with elderly individuals, patients, or families.
- Familiarity with Lahore’s healthcare facilities, hospitals, and service providers.
- Experience coordinating with doctors, laboratories, pharmacies, and ambulance services.
- Ability to handle urgent requests requiring rapid on-ground problem-solving.
- A valid motorcycle or car driving license and personal transportation are strongly preferred.
- Intermediate or Bachelor’s degree from a recognized institution, though attitude and reliability are valued above formal education.

Joining Mohsyn means becoming part of a team that values autonomy, ownership, and impact. You will be entrusted with meaningful responsibilities that directly affect families who rely on your presence when their loved ones cannot be there. This role offers the unique fulfillment of making a tangible difference every day, backed by a supportive and collaborative work environment.