Customer Support Representative (CSR)

This is a full-time, hybrid opportunity based in Islamabad, offering a dynamic role as a Customer Support Representative at Free Mind Marketing, a well-established 360 Digital Marketing Agency. The position involves working three days onsite and two days remotely, supporting customers primarily through chat and phone channels. The ideal candidate will thrive in a fast-paced global environment, delivering timely and accurate assistance while maintaining professionalism and empathy. This role demands strong problem-solving skills, clear communication, and meticulous attention to detail to ensure a seamless customer experience.

Key Responsibilities:
- Handle customer inquiries via chat, phone, and email, providing accurate and timely support.
- Resolve customer concerns efficiently while maintaining a calm and professional demeanor.
- Document all customer interactions thoroughly and follow established processes and workflows.
- Escalate complex issues to the appropriate teams when necessary.
- Maintain consistent and professional communication with customers at all times.
- Manage multiple customer interactions simultaneously, ensuring quality and responsiveness.
- Utilize CRM, ticketing, and other customer support tools effectively.
- Adhere strictly to Standard Operating Procedures (SOPs) and escalation protocols.

Required Qualifications:
- Excellent spoken and written English communication skills.
- Strong active listening and interpersonal skills to engage customers proactively.
- Ability to research, understand, and retain client-specific information relevant to support activities.
- Effective problem-solving and conflict-resolution capabilities.
- Ability to remain composed and professional when handling difficult customer situations.
- Strong typing and documentation skills for accurate record-keeping.
- Familiarity with CRM systems, ticketing platforms, and communication tools.
- Ability to manage multiple tasks and customer interactions efficiently.

Preferred Qualifications and Benefits:
- Previous experience in customer service, call center, or support roles is preferred but not mandatory.
- A bachelor’s degree is preferred; however, fresh graduates with strong communication skills are encouraged to apply.
- Competitive salary range between PKR 35,000 and 50,000.
- Opportunity to work with a growth-driven, data-focused digital marketing agency with over a decade of experience in the MENA and Canadian markets.

Hiring Process:
Candidates will undergo a multi-stage selection process starting with an application review, followed by an online test assessing communication, customer handling, problem-solving, written English, and cultural fit. Successful candidates will then participate in a formal interview with company founders and hiring managers before final selection.

This role offers a chance to join a reputable agency known for balancing creativity with data-driven strategies to deliver measurable outcomes. If you are a serious candidate ready to contribute to a fast-paced global company and grow your career in customer support, this opportunity is well-suited for you.