Customer Support Representative

Company Description:
Founded in 2020, Alestra Solutions is a premier digital agency known for delivering high-impact creative and technical solutions. With over 50,000 successful projects completed through our top-rated Fiverr profile, we have earned a reputation for unmatched quality, creativity, and reliability. Our expertise spans custom animations, logo design & brand identity, presentation design, web development, and mobile app development. We specialize in powerful, professionally-crafted presentations and have a dedicated product development division focused on high-quality, user-centric mobile applications. At Alestra, we're committed to raising the bar in the digital space through creative and technical excellence.

Job Title: Customer Chat Support Representative
Location: Gulberg Greens Islamabad
Job Type: Full-Time

Job Overview:
We are seeking a proactive and detail-oriented Customer Chat Support Representative to join our team. In this role, you will be responsible for delivering exceptional support to our customers via live chat, email, and messaging platforms. You will serve as the first point of contact for resolving product-related questions, assisting with order issues, and ensuring overall customer satisfaction.

Key Responsibilities:
· Respond promptly and professionally to customer inquiries through chat, video conferencing, email, and other digital channels.
· Provide accurate, complete, and helpful responses in line with company policies and tone of voice.
· Troubleshoot basic technical or service-related issues and escalate complex queries to the relevant departments.
· Document all customer interactions and update ticketing systems as needed.
· Maintain high service quality and meet KPIs such as response time, resolution rate, and customer satisfaction.
· Collaborate with internal teams (Design, Sales, Technical, and Operations) to ensure seamless support and a smooth customer experience.
· Identify and report common customer concerns or issues to help improve processes and products.
· Follow up with customers to ensure issues are resolved and build positive relationships.

Requirements:
· Bachelor’s degree in Business, Communication, or a related field (preferred).
· 2–3 years of experience in customer service, preferably in a chat or digital support role.
· Excellent written communication and typing skills.
· Ability to multitask and handle multiple chat conversations simultaneously.
· Strong problem-solving abilities and a customer-first attitude.
· Familiarity with CRM tools, chat support platforms, and helpdesk software.
· Ability to work in rotational shifts (if required) and with minimal supervision.

Preferred Skills:
· Experience in e-commerce, SaaS, or tech-related customer support.
· Basic knowledge of HTML, online troubleshooting, or product navigation.
· Multilingual abilities are a plus.

What we Offer:
· Quarterly Bonus
· Leave Encashment
· Provident Fund
· EOBI
· OPD Facility
· Bike Financing
· Annual & Biannual Increments
· Annual Bonus

Job Type: Full-time

Work Location: In person