Customer Services Representative

Job Title: Customer Service Representative

Location: Phase 7, Bahria Town Rawalpindi (On-site)

Office Timings: 02:00pm to 11:00pm (Sun to Fri)
Employment Type: Full-time

PFG Group – Vision

To become the world’s largest and most respected food Corporation — delivering high-quality, sustainable, and ethically managed food solutions to every plate, everywhere. Through full vertical integration and operational excellence, we will reinvent the way food is sourced, distributed, and experienced. We will lead the digital transformation of the global food supply chain empowered by innovation and guided by our core values of Responsibility, Excellence, Sustainability, Passion, Ethics, Commitment, and Teamwork (RESPECT). We will build a future where technology, transparency, and trust will define every bite.

PFG Group – Mission

PFG Group delivers trusted, high-quality food solutions to the Fast Food, QSR, and wholesale sectors across Pakistan and the United Kingdom. Through operational excellence, ethical sourcing, and a commitment to innovation, we are laying the foundation for a fully integrated, technology-driven food supply chain — guided by our core values of RESPECT.

Customer Services Department – Mission

To become the most customer-obsessed service team in the industry — resolving issues with speed, empathy, and precision, and turning every challenge into an opportunity to deepen trust.

Job Summary

The Customer Service Officer is responsible for delivering exceptional service to customers by handling inquiries, resolving complaints, and ensuring smooth order processing. This role supports the Customer Service Team Lead in maintaining high service standards and contributes to the overall mission of customer obsession and operational excellence.

Key Responsibilities

Customer Interaction & Support

• Respond to customer inquiries via phone, email, and CRM platforms.
• Provide accurate information regarding products, orders, deliveries, and returns.
• Handle complaints with empathy and professionalism, ensuring timely resolution.

Order Processing & Coordination

• Process customer orders accurately using CRM and ERP systems.
• Coordinate with logistics, Tele sales, and credit control teams to ensure timely delivery and issue resolution.
• Monitor order status and proactively communicate updates to customers.

CRM Management

• Enter and update customer data in the CRM system with accuracy.
• Track and manage open tickets, ensuring closure within defined SLAs.
• Escalate unresolved issues to the Team Lead or relevant departments.

Customer Satisfaction & Feedback

• Collect and log customer feedback to identify service improvement opportunities.
• Participate in service quality audits and implement corrective actions as directed.
• Strive to exceed customer expectations in every interaction.

Team Collaboration

• Work closely with other team members to ensure consistent service delivery.
• Support training initiatives and share best practices within the team.
• Assist in maintaining holiday cover plans and ensuring service continuity.

Ownership & Accountability

• Take responsibility for assigned tasks and follow through to completion.
• Demonstrate initiative in resolving issues and improving processes.
• Uphold the company’s values of RESPECT in all customer interactions.

Job Type: Full-time

Pay: Rs55,000.00 - Rs60,000.00 per month

Work Location: In person