Virtual Assistant / Customer Support Representative

Join Hi-Tech Outsourcing as a Virtual Assistant / Customer Support Representative where you will be the frontline ambassador of our customer experience. In this role, you handle inbound and outbound communications through phone, email, and live chat with professionalism and care. You perform a variety of virtual assistant functions including managing appointments, maintaining records, updating CRM systems, and conducting internet research. This position demands strong attention to detail and the ability to multitask efficiently. Effective problem solving and time management skills are essential to meet campaign performance and quality standards. The ability to maintain confidentiality, follow company protocols, and display a professional attitude is paramount. You will interact with international clients and customers regularly and must demonstrate excellent English communication skills across multiple channels. While prior experience in customer support or virtual assistance is preferred, fresh graduates with a strong command of English and a willingness to learn will be considered. You work independently, delivering exceptional service while adhering to client-specific Standard Operating Procedures. This role requires punctuality, reliability, and adaptability to work different shifts including evenings or nights where necessary. Continuous learning of new software and client workflows is expected to ensure top-tier service delivery at all times.
Responsibilities

Handle inbound and outbound customer calls professionally and efficiently.
Respond promptly to customer inquiries via live chat and email, maintaining a high level of customer satisfaction.
Manage appointment scheduling and calendar organization for clients and customers.
Accurately update and maintain customer and client records in CRM systems, ensuring data integrity.
Perform data entry, manage databases, and conduct internet research as needed to support customer and administrative tasks.
Process and update customer requests, maintaining comprehensive and accurate notes for every interaction.
Follow company and client Standard Operating Procedures precisely to ensure consistent service quality.
Escalate complex customer issues to the appropriate internal teams for resolution.
Prepare basic reports and spreadsheets reflecting customer activities and performance metrics.
Maintain confidentiality of customer and company information in all interactions.
Multitask effectively under pressure while prioritizing workload to meet deadlines and performance targets.
Demonstrate professional telephone etiquette and strong customer service attitude during all interactions.
Work independently with minimal supervision while adhering to assigned campaign schedules and requirements.
Adapt to new software, platforms, and client processes as part of ongoing professional development.
Maintain professional attendance, punctuality, and reliability in alignment with company policies.

Skills

Internet Research Tools Appointment Scheduling Salesforce Shopify AppFolio Zoho Common Data Service (CDS) Zendesk HubSpot Basic cloud-based business applications Time Management Microsoft Dynamics 365 Scheduling Tools Google Workspace Gmail / Email platforms Google Sheets Google Docs Microsoft Excel Microsoft Word Live Chat Systems Professional Attitude Reliability Follow Instructions and SOPs Work Independently Multitasking Attention to Detail Professional telephone etiquette Interpersonal Skills Communication CRM Software Customer Relationship Management (CRM) software Data entry and database management Problem Solving Email Management Technical Troubleshooting Live Chat Support Freshdesk multichannel communication

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Experience:

1 Year

Apply Before:

Oct 27, 2026

Posting Date:

Sep 26, 2026

Hi-Tech Outsourcing

· 101-200 employees - Lahore

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