Customer Support Representative

Punjab Information Technology Board

Lahore , Pakistan

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This role serves as the primary point of contact for customers utilizing datacenter services, ensuring professional and consistent engagement. The individual will manage customer interactions by receiving, recording, and coordinating queries, complaints, and service requests. They will work closely with internal teams such as technical, operations, billing, and management to resolve issues promptly. The position requires ownership of customer concerns, ensuring timely resolution or appropriate escalation. Additionally, the role involves organizing and participating in customer meetings, documenting decisions and action items, and following up as necessary. The candidate will also be responsible for coordinating customer invoices and addressing related queries in collaboration with the billing team. Maintaining accurate records of all customer communications, service changes, commitments, and issue resolutions is essential. The role includes managing contracts, proposals, invoices, and supporting documents with clients and internal stakeholders, monitoring contractual obligations, renewals, and approvals, and providing regular status updates until issues are fully resolved. Compliance with organizational policies, confidentiality requirements, and service standards is mandatory.

Key Responsibilities

- Act as the primary customer liaison for datacenter services, ensuring professional and effective communication.
- Receive, document, and coordinate customer queries, complaints, and service requests.
- Collaborate with internal technical, operations, billing, and management teams to ensure timely problem resolution.
- Take full ownership of customer issues, driving them to resolution or escalating when necessary.
- Organize and participate in customer meetings, accurately recording decisions and action items, and ensuring follow-up.
- Prepare or coordinate customer invoices and handle related queries in consultation with the billing team.
- Maintain comprehensive and accurate records of customer communications, service modifications, commitments, and issue resolutions.
- Manage contracts, proposals, invoices, and supporting documentation with clients and internal teams.
- Monitor contractual commitments, renewal dates, pending approvals, and agreed-upon actions with customers.
- Provide timely and clear status updates to customers and internal stakeholders until the closure of each matter.
- Ensure strict adherence to organizational policies, procedures, confidentiality standards, and service quality requirements.

Required Qualifications

- Proven experience in customer service or account management, preferably within datacenter or IT service environments.
- Strong coordination and communication skills to manage multiple stakeholders and resolve issues efficiently.
- Ability to take ownership of customer concerns and drive them to resolution.
- Experience in managing contracts, proposals, and invoicing processes.
- Proficiency in maintaining detailed and accurate records of customer interactions and service commitments.
- Familiarity with internal collaboration across technical, operations, billing, and management teams.
- Understanding of compliance requirements related to confidentiality and service standards.

Preferred Qualifications and Benefits

- Prior experience working in a datacenter or IT infrastructure service provider environment is highly desirable.
- Knowledge of industry best practices in customer engagement and service delivery.
- Strong organizational skills with the ability to manage multiple tasks and deadlines effectively.
- Benefits and additional perks will be discussed during the interview process.

Applications are invited until 04-Nov-2026.

Job Details

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Contract

Job Location:

Lahore, Pakistan

Gender:

No Preference

Age:

18 - 65 Years

Minimum Education:

Bachelors

Degree Title:

Bachelors (14 Years), 14 Years of Education, Commerce, Communication Engineering/Sciences, Computer Engineering/Sciences, Computer Networks, Networks, Network Engineering

Career Level:

Mid-Level

Experience:

10 Years - 13 Years

Apply Before:

Oct 30, 2026

Posting Date:

Oct 24, 2026