Email Chat Support Representative

We are seeking a dedicated Customer Support Representative to join our team at our Model Town Link Road location in Lahore. This full-time, on-site role offers a competitive monthly salary ranging from PKR 40,000 to 50,000. The position requires a minimum of two years of relevant customer service experience and involves working rotational shifts, including nights. The successful candidate will primarily provide support through live chat and email channels, assisting international customers with professionalism and efficiency.

Key Responsibilities
- Manage customer inquiries professionally via live chat, email, and inbound calls.
- Communicate effectively with international customers to understand and address their concerns.
- Deliver accurate information and appropriate solutions to customer issues.
- Handle complaints, requests, refunds, replacements, and other support-related matters as needed.
- Maintain clear and professional written and verbal communication at all times.
- Accurately record customer interactions and update information in the CRM system.
- Adhere to established customer service procedures and escalation protocols.
- Ensure response times and quality standards are consistently met.
- Collaborate with internal teams to resolve customer issues promptly.
- Foster a positive and professional customer experience throughout all interactions.

Required Qualifications
- Minimum of 2 years of hands-on experience in customer service or customer support roles.
- Proven experience working with international customers or clients.
- Practical experience in at least one of the following support channels: live chat, email support, or inbound customer support.
- Strong command of written and spoken English.
- Excellent communication and problem-solving skills.
- Familiarity with CRM or customer support platforms.
- Experience using tools such as Zendesk, Freshdesk, Gorgias, Kustomer, Intercom, Salesforce, or similar software.
- Current residence in Lahore with the ability to commute to Model Town Link Road.
- Willingness to work rotational shifts, including nights, as well as weekends and public holidays when scheduled.

Candidates Not Suitable for This Role
This position is not intended for fresh graduates without relevant experience, candidates with only internship experience, or professionals from sales-related roles such as sales executives, telesales representatives, cold callers, business development representatives, or field sales representatives. Additionally, candidates with experience limited to local customer service without exposure to international customer handling are not suitable.

This role offers an excellent opportunity for experienced customer support professionals looking to engage with a diverse, international clientele while working in a dynamic, on-site environment. If you meet the qualifications and are ready to contribute to a customer-focused team, we encourage you to apply.