International Customer Support Representative

Job Title: International Customer Support Representative - Females Preferred (Retail – US Operations Support)
Location: Karachi (Shahrah-e-Faisal – Onsite)
Shift: Night Shift (US Business Hours)
Schedule: 5 Days a Week | Alternate Saturdays
Salary: From PKR 85,000 / month

We are seeking a dedicated International Customer Support Representative to join our team in Karachi, supporting a US-based retail chain. This role involves managing customer service operations during US business hours from our back office. The ideal candidate will demonstrate strong communication skills, a customer-focused approach, and the ability to handle international customer interactions efficiently in a fast-paced retail environment. You will collaborate closely with US stakeholders to ensure excellent customer experiences, timely resolution of issues, and seamless communication across multiple support channels.

Key Responsibilities
Customer Support & Communication:
- Professionally handle customer inquiries via phone, email, and chat.
- Provide timely and effective resolutions to customer concerns and complaints.
- Maintain high standards of customer service aligned with company policies.
- Escalate complex issues to appropriate departments when necessary.

Order & Retail Support:
- Assist customers with order tracking, refunds, exchanges, and product-related questions.
- Support retail operations by coordinating with internal teams.
- Keep accurate records of customer interactions and transactions.
- Ensure proper follow-up on pending customer issues to closure.

Issue Resolution & Troubleshooting:
- Identify and address customer concerns with appropriate solutions.
- Manage difficult customer situations calmly and professionally.
- Troubleshoot basic order, payment, or account-related problems.
- Strive to achieve customer satisfaction through clear and effective communication.

Documentation & Reporting:
- Maintain detailed logs of customer interactions and case updates.
- Prepare reports on customer feedback, recurring issues, and service trends.
- Adhere to standard operating procedures and customer service guidelines.
- Ensure data accuracy and confidentiality at all times.

Communication & Coordination:
- Communicate fluently in English, both verbal and written, with US-based teams.
- Collaborate with operations, finance, and technical teams to resolve issues.
- Provide regular updates on customer support activities and escalations.
- Contribute to continuous improvement initiatives in customer service processes.

Required Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- 1 to 3 years of experience in customer support, call center, or client servicing roles.
- Experience working with international customers or US-based clients is preferred.
- Ability to work night shifts aligned with US business hours.

Skills & Competencies
- Excellent English communication skills, both verbal and written.
- Strong customer handling and problem-solving abilities.
- Ability to multitask and perform well under pressure.
- Professional attitude with a customer-centric mindset.
- Basic knowledge of CRM or customer support tools is an advantage.
- Strong attention to detail and organizational skills.

Preferred Qualifications and Benefits
- Salary starting from PKR 85,000 per month.
- Professional work environment located at Shahrah-e-Faisal, Karachi.
- Opportunity to gain direct exposure to US retail operations and international customer support systems.

Candidates must be willing to work onsite during night shifts and be available for alternate Saturdays. This role requires a commitment to delivering exceptional customer service in a dynamic international retail environment.