Customer Care Representative

Job Title: Customer Service Representative

Job Type: Full-Time
Location: On-site (Johar Town, Lahore)
Working Hours: Flexible (Must be available to work in U.S. time zones as needed)

About the Role:

We are looking for a proactive, empathetic, and detail-oriented Customer Service Representative to join our growing team. You will serve as the first point of contact for our U.S.-based clients, handling inquiries, resolving issues, and ensuring an exceptional customer experience across all touch points.

This role requires flexibility in work hours to accommodate varying client schedules, including potential evening or weekend shifts aligned with U.S. time zones.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, live chat, or other communication channels.
• Provide accurate product or service information and resolve issues in a timely manner.
• Handle customer complaints with patience and professionalism, striving for first-contact resolution.
• Maintain thorough knowledge of company products, services, and policies.
• Document all customer interactions in the CRM system clearly and accurately.
• Collaborate with internal teams (sales, tech support, operations) to resolve complex issues.
• Identify recurring customer issues and escalate to relevant departments for resolution and improvement.
• Meet or exceed key performance metrics such as response time, resolution time, and customer satisfaction.

Requirements:

• Proven experience in a customer service or client-facing role (1+ year preferred).
• Excellent verbal and written communication skills in English.
• Comfortable working U.S. business hours, including flexible scheduling when needed.
• Strong problem-solving skills with a customer-first mindset.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Tech-savvy and experienced with CRM systems, help desk software, and MS Office/Google Workspace.

Preferred Qualifications:

• Experience supporting U.S.-based clients or international customer service operations.
• Familiarity with Zendesk, Freshdesk, Salesforce, or similar platforms.
• Multilingual abilities (especially Spanish) are a plus, but not required.

Job Type: Full-time

Pay: From Rs110,000.00 per month

Work Location: In person