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 requires working three days onsite and two days remotely. The successful candidate will engage with customers via chat and phone, providing timely and accurate assistance while ensuring a professional and positive customer experience. This role demands patience, empathy, strong communication skills, and the ability to resolve issues efficiently. The representative will also be responsible for documenting interactions, following company procedures, and escalating complex matters when necessary.

Key Responsibilities
- Handle customer inquiries through chat, email, and phone with professionalism and accuracy.
- Provide clear, empathetic, and timely responses to customer concerns.
- Document all customer interactions thoroughly and maintain detailed records.
- Follow established Standard Operating Procedures (SOPs), workflows, and escalation processes.
- Manage multiple customer interactions efficiently while maintaining high-quality service.
- Collaborate with internal teams to resolve issues and improve customer satisfaction.
- Maintain a calm and professional demeanor when dealing with difficult or upset customers.
- Utilize CRM, ticketing, and communication tools effectively to track and manage customer cases.

Required Qualifications
- Excellent spoken and written English communication skills.
- Strong active listening and problem-solving abilities.
- Ability to research, understand, and retain client-specific information relevant to customer support activities.
- Proactive approach to customer engagement and issue resolution.
- Strong typing and documentation skills with high attention to detail.
- Ability to follow SOPs and escalation procedures accurately.
- Comfortable working with CRM and customer support software.
- Capacity to manage multiple tasks and customer interactions simultaneously.

Preferred Qualifications and Benefits
- Previous experience in customer service, call center, or support roles is preferred.
- Bachelor’s degree is preferred but not mandatory.
- Fresh graduates with strong communication skills are encouraged to apply.
- Competitive salary range of PKR 35,000 to 50,000.
- Opportunity to work in a fast-paced, global digital marketing agency with over a decade of experience in the MENA and Canadian markets.
- Hybrid work model offering flexibility with three days onsite and two days remote work.

Hiring Process
Candidates will undergo a multi-step selection process starting with an application review. Shortlisted applicants will complete an online test package 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. Final selections will join Free Mind Marketing and represent the company professionally in all customer interactions.

This role is ideal for individuals who thrive in a fast-paced environment and are committed to delivering exceptional customer service while supporting a growth-driven digital marketing agency. Only serious candidates willing to work in a hybrid setup in Islamabad are encouraged to apply.