Customer Service Representative

We are looking for a dedicated and proactive Customer Service Representative to join our expanding team. In this role, you will serve as a vital link between our company and our customers, ensuring their needs are met with professionalism and care. Your efforts will help build strong customer relationships, enhance satisfaction, and uphold our brand’s reputation. This position requires a commitment to delivering an exceptional service experience from initial contact through resolution.

Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat, providing accurate information about products, services, and company policies.
- Process customer orders, exchanges, and returns efficiently, ensuring high accuracy in all transactions.
- Diagnose customer concerns by identifying root causes and implementing effective solutions to achieve full resolution and satisfaction.
- Proactively follow up with customers to confirm issue resolution and foster long-term relationships.
- Maintain detailed and up-to-date customer records and case documentation within the CRM system.
- Collaborate with internal teams such as logistics and sales to coordinate order fulfillment and resolve cross-functional issues.
- Prepare and analyze basic service reports on customer feedback and common pain points to support continuous improvement initiatives.
- Stay informed about product updates, promotional campaigns, and industry trends to provide knowledgeable support.

Required Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 1 year of professional experience in a customer-facing support role.
- Exceptional verbal and written communication skills, with strong attention to detail and a courteous tone.
- A genuine customer-first mentality, with proven ability to handle complaints diplomatically and turn challenging situations into positive outcomes.
- Demonstrated adaptability and ability to manage multiple priorities effectively in a fast-paced environment.
- Strong collaborative skills and a team-oriented approach to achieving shared goals.
- Proficiency with key business software, including G Suite (Gmail, Docs, Sheets), Microsoft Excel, and experience using ticketing or CRM platforms.

Preferred Qualifications and Benefits:
- Prior experience working with UK-based clientele or firms is highly preferred.
- Background in the Homeware, Retail, or similar consumer goods industry is an advantage.
- The company offers a supportive and inclusive work environment, competitive compensation, and opportunities for professional growth.

Additional Details:
- Shift Timings: 12:45 PM to 9:45 PM, Monday to Saturday
- Location: Bahria Town Phase 4, Rawalpindi
- Job Type: Full-time
- Salary Range: Rs55,000 to Rs90,000 per month
- Work Location: On-site

Candidates will be asked about their current or last drawn salary during the application process. This role is ideal for someone who thrives in a dynamic environment and is passionate about delivering outstanding customer service.