Field Support Officer (FSO) - Karachi

Mohsyn is seeking a dedicated Field Support Officer to serve as the trusted on-ground representative for families across Karachi. This role involves providing compassionate, hands-on assistance to clients—primarily elderly individuals—by accompanying them to medical appointments, coordinating with healthcare providers, managing service requests, and responding to urgent situations. The position demands a highly dependable, resourceful, and emotionally mature individual who can navigate complex scenarios calmly and take ownership until every client need is fully addressed. This is an active, field-based role requiring frequent travel within Karachi and the ability to work in a 24/7 care environment, including shifts on weekends and public holidays.

Key Responsibilities

- Provide reliable and empathetic support to clients and their families through regular home visits and direct assistance with healthcare and daily needs.
- Build and maintain trusting relationships with clients by demonstrating patience, professionalism, and genuine care.
- Accompany clients to doctor appointments, hospitals, diagnostic tests, and other healthcare-related activities.
- Execute field assignments promptly and accurately, coordinating closely with internal teams such as City Operations, Key Account Management, Solutions, and healthcare professionals.
- Liaise with hospitals, clinics, pharmacies, transportation providers, and other vendors to ensure seamless service delivery.
- Monitor and follow up on service requests to confirm completion and quality, maintaining detailed documentation including receipts, photographs, and visit notes.
- Respond quickly and effectively to emergency or time-sensitive situations, coordinating with healthcare providers and family members while adhering to escalation protocols.
- Communicate clearly and respectfully with clients, families, medical staff, and vendors, ensuring confidentiality and discretion at all times.
- Manage multiple assignments efficiently, prioritizing based on urgency and client needs, and adapt to real-world challenges such as traffic or vendor availability.
- Maintain accurate records and provide timely updates to relevant teams on progress, delays, and outcomes.

Required Qualifications

- 2 to 4 years of relevant experience in customer service, field operations, healthcare support, hospitality, logistics, community services, or relationship management.
- Exceptional empathy and emotional intelligence, especially when working with elderly clients and their families.
- Strong communication skills in spoken Urdu, with professionalism and respect.
- Proven reliability, responsiveness, and a strong service mindset.
- Ability to remain calm and think clearly under pressure, including during emergencies.
- Proactive problem-solving skills and the confidence to make decisions independently.
- High integrity, accountability, and respect for client confidentiality.
- Physically fit and comfortable with extensive daily travel and fieldwork across Karachi.
- Comfortable working in a 24/7 operational environment, including rotational shifts, weekends, and public holidays.
- Proficient with smartphones and digital tools for communication, navigation, and documentation.

Preferred Qualifications and Benefits

- Experience in healthcare settings, home healthcare, emergency response, concierge services, or customer care.
- Familiarity with Karachi’s hospitals, healthcare providers, and service vendors.
- Previous direct work with elderly clients, patients, or families.
- Experience coordinating with medical professionals, laboratories, pharmacies, and ambulance services.
- Ability to handle urgent requests requiring rapid on-ground problem-solving.
- Possession of a valid motorcycle or car driving license and personal transportation is strongly preferred.
- Intermediate or Bachelor’s degree from a recognized institution, though personal qualities and dependability are valued above formal education.

Joining Mohsyn means becoming part of a team that values autonomy, trust, and meaningful impact. You will be empowered to make real differences in the lives of families who rely on you when they cannot be there themselves. This role offers the unique fulfillment of providing comfort and support during critical moments, backed by a supportive and collaborative work environment that encourages ownership and professional growth.