International Customer Support Representative

We are looking for a dedicated International Customer Support Representative to join our team in Karachi. In this role, you will provide back-office support to a US-based retail chain, managing customer service operations during US business hours on a night shift schedule. The ideal candidate will have excellent communication skills and a strong customer-focused approach to efficiently handle inquiries and resolve issues in a fast-paced retail environment. You will work closely with US stakeholders to ensure smooth communication across multiple channels and deliver exceptional customer experiences.

Key Responsibilities

Customer Support & Communication:
Respond promptly and professionally to customer inquiries through phone, email, and chat. Address concerns and complaints in a timely manner while upholding company service standards. Escalate complex issues to the appropriate departments when necessary.

Order & Retail Support:
Assist customers with order tracking, refunds, exchanges, and product-related questions. Coordinate with internal teams to support retail operations and maintain accurate records of customer interactions and transactions. Ensure follow-up on any pending issues.

Issue Resolution & Troubleshooting:
Identify customer problems and provide effective solutions. Handle challenging situations calmly and professionally. Troubleshoot basic issues related to orders, payments, or accounts to ensure customer satisfaction.

Documentation & Reporting:
Keep detailed logs of customer interactions and case updates. Prepare reports highlighting customer feedback, recurring issues, and service trends. Follow standard operating procedures and maintain data accuracy and confidentiality.

Communication & Coordination:
Communicate fluently in English with US-based teams, both verbally and in writing. Collaborate with operations, finance, and technical teams to resolve issues efficiently. Provide regular updates on support activities and escalations. Contribute to continuous improvements in customer service processes.

Required Qualifications

- Bachelor’s degree in Business Administration, Communications, or a related field
- 1 to 3 years of experience in customer support, call center, or client servicing roles
- Experience working with international customers or US-based clients preferred
- Willingness and ability to work night shifts aligned with US business hours

Preferred Qualifications and Benefits

- Excellent verbal and written English communication skills
- Strong problem-solving skills and ability to handle customers professionally
- Ability to multitask and perform well under pressure
- Customer-centric mindset with a professional attitude
- Basic knowledge of CRM or customer support tools is advantageous
- High attention to detail and strong organizational skills

The position offers a competitive salary starting from PKR 85,000 per month and a professional work environment located at Shahrah-e-Faisal, Karachi. You will gain direct exposure to US retail operations and international customer support systems. The work schedule is a night shift, five days a week with alternate Saturdays onsite. Fluency in English and a bachelor’s degree are mandatory, and candidates must be able to attend the Karachi office in person.