Customer Service Representative

Job Description:

We are seeking a dedicated and proactive Customer Service Representative to join our growing team. As a key representative of our company, you will be responsible for building strong customer relationships, addressing their needs with professionalism, and ensuring an outstanding service experience from start to finish. Your role will be integral to maintaining our brand reputation and driving customer loyalty.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, providing accurate information on products, services, and company policies.
• Efficiently process customer orders, exchanges, and returns, managing transactions with a high degree of accuracy.
• Diagnose customer concerns, identify root causes, and implement effective solutions to ensure complete resolution and satisfaction.
• Proactively follow up on customer interactions to confirm issue resolution and nurture long-term relationships.
• Maintain meticulous and up-to-date customer records and case documentation in our CRM system.
• Collaborate with internal teams, including logistics and sales, to coordinate order fulfillment and resolve cross-functional issues.
• Prepare and analyze basic service reports on customer feedback and common pain points to contribute to continuous improvement initiatives.
• Stay current with product updates, promotional campaigns, and industry trends to provide knowledgeable support.

Qualifications and Experience:

• A minimum of a Bachelor’s degree in Business Administration, Communications, or a related field is required.
• At least 1 year of professional experience in a customer-facing support role.
• Prior experience working with UK-based clientele or firms is strongly preferred.
• Background in the Homeware, Retail, or a similar consumer goods industry is a distinct advantage.
• Exceptional verbal and written communication skills, with a keen attention to detail and a clear, courteous tone.
• A genuine customer-first mentality, with a proven ability to handle complaints diplomatically and turn challenging situations into positive outcomes.
• Demonstrated adaptability and the ability to manage multiple priorities effectively in a fast-paced environment.
• Strong collaborative skills and a team-oriented approach to achieving shared goals.
• Proficiency with key business software, including the G Suite (Gmail, Docs, Sheets), Microsoft Excel, and experience using ticketing or CRM platforms.

At Focus IT Services Pvt Ltd, we offer a supportive and inclusive work environment, competitive compensation, and opportunities for professional growth.

• Shift Timings: 12:45pm to 09:45pm or 01:45pm to 10:45pm [Monday to Saturday]
• Location: Bahria Town Phase 4, Rawalpindi
• Job Type: Full-time

Job Type: Full-time

Pay: Rs55,000.00 - Rs85,000.00 per month

Work Location: In person