Customer Service Representative

Capital Smart City, developed by FDHL, is a premier housing project designed to meet the increasing demand for quality residential communities in the twin cities region. Strategically located along the M2 Motorway near New Islamabad International Airport and positioned on the eastern route of CPEC, the project offers excellent connectivity and significant growth potential. As Pakistan’s first smart city, it combines modern infrastructure with advanced technology to create a sustainable and innovative urban environment. The community emphasizes efficient services, enhanced security, and an improved quality of life, attracting professionals committed to long-term urban planning and innovation.

The Customer Service Representative role is a full-time, on-site position based in Rawalpindi. The primary responsibility is to support residents, visitors, and prospective clients by managing inquiries received via phone, email, and in person. This position requires providing accurate and timely information regarding the city’s services, policies, and facilities. The representative will handle complaint resolution, escalate issues when necessary, and ensure follow-up to achieve satisfactory outcomes. Daily duties include maintaining detailed records of customer interactions, updating data, and coordinating with internal departments to address service requests efficiently. Additionally, the role involves supporting customer engagement initiatives, collecting feedback to enhance the overall experience, and maintaining professional communication standards.

Key Responsibilities

- Respond promptly and professionally to incoming calls, emails, and face-to-face inquiries from residents, visitors, and potential clients.
- Provide clear and accurate information about Capital Smart City’s services, policies, and facilities.
- Resolve customer complaints effectively, escalating issues when required, and ensuring timely follow-up.
- Maintain detailed records of all customer interactions and update customer databases regularly.
- Collaborate with internal teams to address and resolve service requests.
- Support customer engagement programs and gather feedback to contribute to continuous service improvement.
- Uphold high standards of professional communication and customer service at all times.

Required Qualifications

- Strong customer-facing skills, including experience in customer service, support, and enhancing customer experience.
- Ability to prioritize customer satisfaction and build lasting relationships with residents and clients.
- Excellent verbal and written communication skills in English; proficiency in additional local languages is an advantage.
- Competency in basic computer applications and familiarity with customer service software or CRM systems.
- Proven problem-solving abilities, patience, and the capacity to remain calm under pressure.
- Bachelor’s degree in Business, Communications, or a related field.
- Willingness to work on-site in Rawalpindi and collaborate effectively with cross-functional teams.

Preferred Qualifications and Benefits

- Prior experience in real estate, housing projects, or service-oriented environments is preferred but not mandatory.
- Opportunity to join a forward-thinking organization focused on sustainable urban development and innovation.
- Work within a dynamic team contributing to Pakistan’s pioneering smart city project with significant growth potential.

This role offers a unique chance to be part of a landmark development that integrates technology and urban planning to enhance residents’ quality of life. Candidates who are customer-oriented, adaptable, and eager to contribute to a visionary project will find this position rewarding.