Customer Service & Administration Representative (UK Based)

We are seeking motivated and professional Customer Service & Administration Representatives to join our on-site team in Karachi. The successful candidates will act as the first point of contact for customers, delivering exceptional service across multiple communication channels. This role requires strong interpersonal skills, keen attention to detail, and the ability to manage a varied workload efficiently in a fast-paced environment.

Key Responsibilities

- Client Communication: Handle inbound and outbound telephone calls with professionalism and courtesy.
- Digital Correspondence: Respond promptly to customer enquiries via SMS, WhatsApp, and email.
- Social Media Engagement: Monitor and reply to comments, messages, and enquiries on social media platforms.
- Review Management: Address online client reviews empathetically and professionally.
- Appointment Handling: Assist clients with bookings, amendments, cancellations, and general enquiries.
- Payment Collection: Contact customers to follow up on outstanding payments as necessary.
- Issue Escalation: Refer complex or unresolved issues to the appropriate internal teams for resolution.
- Record Maintenance: Maintain accurate and up-to-date documentation of all client interactions.
- Administrative Support: Provide general administrative assistance as required to support team operations.

Required Qualifications

- Language Proficiency: Excellent written and spoken English skills are essential.
- Customer Service Experience: A minimum of two years’ experience in customer service, call center, or support roles is required.
- Communication Skills: Confidence in managing both inbound and outbound calls effectively.
- Multi-Channel Capability: Ability to handle enquiries simultaneously across calls, emails, SMS, WhatsApp, and social media.
- Technical Literacy: Strong computer skills with the ability to quickly adapt to new software and systems.
- Organisation: High attention to detail and strong organisational skills to manage multiple tasks efficiently.
- Professional Conduct: Ability to maintain a professional demeanor in an on-site work environment.

Preferred Qualifications and Benefits

- Experience supporting UK-based customers is highly advantageous.
- Familiarity with CRM systems is desirable to streamline customer interactions.
- Experience managing social media enquiries is a plus.
- Background in service-focused or appointment-driven roles will be beneficial.

This is a full-time, permanent position based in PECHS, Block-6, Karachi. The role involves afternoon shifts from 12:00 pm to 9:00 pm or 1:00 pm to 10:00 pm PST, with alternate Saturdays off. We offer a competitive salary ranging from PKR 70,000 to 100,000 per month, with performance-based rewards. The position provides excellent career growth opportunities within a growing UK-based organisation, supported by a collaborative team culture and ongoing training and professional development.

Candidates must be dedicated and professional, ready to work on-site, and committed to delivering high-quality customer service in a dynamic environment.