Solutions Analyst – Customer Operations & Care Coordination

Mohsyn is seeking a Solutions Analyst to serve as the operational hub of our customer support system. This role involves receiving and assessing service requests, coordinating responses, dispatching Field Support Officers, and collaborating with medical and operational teams to ensure every case is resolved efficiently. You will manage multiple requests simultaneously, prioritize urgent situations, and maintain clear communication with families often located overseas. The ideal candidate thrives in a fast-paced environment, demonstrating calmness, empathy, and strong organizational skills to deliver seamless support to our clients.

Key Responsibilities

- Customer Requests & Care Coordination: Manage incoming service requests through designated channels, accurately assess needs, and determine appropriate next steps following established protocols. Translate customer requirements into clear instructions for field, medical, or operational teams while prioritizing urgent cases and maintaining oversight until resolution.

- Field Support Coordination & Dispatch: Assign Field Support Officers based on customer needs, location, and urgency. Provide clear deployment instructions, monitor assignments, maintain communication to resolve obstacles, and reassign resources as necessary. Confirm completion of field tasks and coordinate with City Operations when additional support is needed.

- Medical & Care Coordination: Liaise with medical teams and healthcare professionals for requests involving clinical aspects. Ensure medical requirements are directed appropriately without making clinical decisions. Facilitate communication among clients, medical staff, and field teams, tracking actions and maintaining continuity of care.

- Emergency & Time-Sensitive Coordination: Respond promptly and calmly to urgent requests, gathering necessary information and following emergency protocols. Coordinate resources and escalate issues to clinical or leadership teams as required, maintaining active involvement throughout the escalation process.

- Customer & Family Communication: Communicate professionally and empathetically with customers and their families, many of whom are overseas. Provide timely updates, set realistic expectations, and adjust communication styles to suit different stakeholders, ensuring customers feel supported and informed.

- Case Ownership & Follow-Through: Take full responsibility for cases from initiation to closure. Monitor progress, proactively follow up with stakeholders, identify delays, escalate issues appropriately, and verify completion before closing cases. Ensure all customer communications are completed to satisfaction.

- Documentation & Operational Accuracy: Maintain detailed and accurate records of requests, actions, escalations, and outcomes in CRM or case management systems. Ensure information is clear enough for team members to understand cases without reconstruction. Uphold confidentiality and support reporting needs.

- Cross-Functional Coordination: Collaborate closely with Key Account Managers, Medical Officers, Field Support Officers, City Operations, and other teams to ensure smooth service delivery. Clarify ownership of tasks, prevent gaps between departments, and contribute ideas to improve processes and customer experience.

Required Qualifications

- 2–4 years of relevant experience in customer support, operations, healthcare coordination, call center operations, hospitality, or similar fast-paced environments.
- Excellent verbal and written communication skills in English and Urdu.
- Strong active listening, multitasking, prioritization, analytical thinking, and problem-solving abilities.
- Ability to distinguish between urgent, important, and routine requests and make operational decisions within protocols.
- Calm and structured approach during emergencies and high-volume periods.
- High ownership mentality with disciplined documentation habits.
- Emotional intelligence, patience, empathy, and professionalism in customer interactions.
- Proficiency with CRM systems, Microsoft Office, Google Workspace, and digital communication platforms.
- Willingness to work in an office-based, shift-driven environment including rotational shifts, weekends, and public holidays.

Preferred Qualifications and Benefits

- Experience in healthcare coordination, emergency response, concierge services, or field-service operations.
- Background in 24/7 customer support environments and managing escalations.
- Familiarity with ticketing, dispatch, case management, or field-force management systems.
- Exposure to elderly care, patient coordination, or international customer service.
- Experience working with distributed teams or in startups.
- Comfort using AI and automation tools to enhance workflows.

A bachelor’s degree in Business Administration, Healthcare Management, Social Sciences, or a related field is preferred but not mandatory. More important is the ability to think clearly, communicate effectively, and deliver results when people depend on you.

At Mohsyn, you will be trusted with ownership and autonomy, playing a vital role where promises become action. This role offers meaningful work that directly impacts families thousands of miles away, providing reassurance and support when they need it most. If you are calm, organized, empathetic, and solution-focused, you will thrive in this dynamic and impactful environment.