Solutions Analyst – Customer Operations & Care Coordination

Mohsyn is seeking a Solutions Analyst to serve as the operational hub of our customer support system. This role is crucial in ensuring that families in Pakistan receive timely and effective assistance when their loved ones abroad cannot be physically present. The Solutions Analyst will manage service requests, coordinate with field and medical teams, and oversee cases from initiation to resolution. This position requires clear thinking under pressure, excellent communication skills, and the ability to prioritize urgent needs while maintaining attention to detail. You will work closely with various internal teams to provide seamless support and reassurance to clients and their families.

Key Responsibilities

- Receive and assess customer service requests through designated channels, understanding the true needs behind each request before taking action.
- Prioritize and coordinate multiple active requests, ensuring urgent cases receive immediate attention.
- Dispatch Field Support Officers (FSOs) based on customer needs, location, and urgency, providing them with clear instructions and monitoring assignments until completion.
- Collaborate with medical teams and healthcare professionals to facilitate care coordination, ensuring medical-related requests are directed appropriately without making clinical decisions.
- Respond promptly and calmly to emergency and time-sensitive situations, following established escalation protocols and maintaining communication with all relevant stakeholders.
- Communicate professionally and empathetically with customers and their families, providing clear updates and managing expectations effectively.
- Take full ownership of cases from start to finish, proactively following up with stakeholders and verifying resolution before closing cases.
- Maintain accurate and detailed documentation of all actions, updates, and communications in CRM and case management systems, ensuring confidentiality and operational accuracy.
- Coordinate cross-functionally with Key Account Managers, Medical Officers, City Operations, and other teams to prevent service gaps and improve overall customer experience.
- Identify recurring operational challenges and contribute ideas to enhance coordination, response times, and documentation processes.

Required Qualifications

- 2–4 years of relevant experience in customer support, operations, healthcare coordination, call center operations, hospitality, or a similarly fast-paced environment.
- Excellent verbal and written communication skills in English and Urdu.
- Strong active listening, multitasking, prioritization, and problem-solving abilities.
- Ability to distinguish between urgent, important, and routine requests and make operational decisions within established protocols.
- Calm and structured approach during emergencies and high-volume periods.
- High emotional intelligence, patience, empathy, and professionalism when interacting with diverse stakeholders.
- Proficiency with CRM systems, Microsoft Office, Google Workspace, and digital communication platforms.
- Willingness to work in an office-based, shift-driven environment including rotational shifts, weekends, and public holidays.
- Strong ownership mentality, attention to detail, and disciplined documentation habits.
- High levels of integrity, accountability, and confidentiality.

Preferred Qualifications and Benefits

- Experience in healthcare coordination, emergency response, concierge services, or field-service operations.
- Background working in 24/7 customer support or operations environments.
- Familiarity with dispatch, ticketing, case management, or field-force management systems.
- Exposure to elderly care, patient coordination, or family-support services.
- Experience managing escalations and time-sensitive requests.
- Comfortable working with geographically distributed teams and international customers.
- Experience in startup or rapidly scaling service organizations.
- Ability to leverage AI and automation tools to improve workflows and reporting.
- Bachelor’s degree in Business Administration, Healthcare Management, Social Sciences, or a related field is preferred but not mandatory; practical skills and mindset are prioritized.

Joining Mohsyn means becoming part of a team that values ownership, autonomy, and impact. You will play a vital role in turning promises into actions, helping families thousands of miles away feel supported and reassured. This role offers meaningful work, real responsibilities from day one, and the chance to develop judgment and skills that go beyond textbooks. If you thrive in a calm, organized, empathetic, and solution-focused environment, this is the place for you.