Customer Support Representative

Job Title: Email, Call & Chat Support Specialist

Date Posted: Oct 20, 2025
Compensation: PKR 100,000 – PKR 200,000 per month (based on experience and performance)
Location: On-site (Karachi)
Job Type: Full-time

Job Overview

We are seeking a highly skilled Email & Chat Support Specialist to represent one of the largest U.S.-based retail and eCommerce enterprises. The ideal candidate will be the bridge between the brand and its global customers — managing inquiries, resolving issues, and maintaining an exceptional standard of customer satisfaction through precise communication and professional empathy.

This is not an entry-level role — it requires excellent written English, a strategic problem-solving mindset, and the ability to manage high-volume communication efficiently while maintaining accuracy and tone consistency across all interactions.

Key Responsibilities

• Provide timely and professional responses to customer and vendor queries via email, live chat, and calls.
• Analyze customer issues, identify root causes, and deliver clear, personalized, and effective solutions aligned with company policies.
• Document all communications accurately in the CRM system, ensuring traceability and data integrity.
• Demonstrate sound judgment in handling escalations, coordinating with cross-functional teams when needed.
• Maintain service levels (response time, quality, and resolution rate) while ensuring compliance with brand guidelines.
• Contribute to continuous improvement by identifying workflow inefficiencies and suggesting process enhancements.
• Exhibit professionalism and empathy, even under pressure, to reinforce brand trust and customer satisfaction.
• Timings: Afternoon/Evening Shift

Required Qualifications

• Education: Minimum Intermediate / A-levels (Bachelor’s degree preferred).
• Experience: Minimum 2-3 years of customer support experience, preferably in an international eCommerce, retail, or SaaS environment.
• Language Skills:
• Exceptional written and spoken English (neutral accent preferred).
• Strong grammar, clarity, and tone control for global communication.
• Technical Proficiency:
• Strong command of MS Office, particularly Excel for data tracking and reporting.
• Familiarity with CRM systems (Zendesk, Freshdesk, or similar) is a plus.

Core Competencies

• Customer-First Mindset: Ability to understand diverse customer perspectives and resolve issues empathetically.
• Analytical Thinking: Ability to quickly interpret issues and apply logical reasoning to find the best solutions.
• Adaptability: Comfortable working across different time zones and in fast-paced, evolving scenarios.
• Professional Communication: Consistent, polite, and confident written and verbal communication style.
• Problem Solving: Proactive approach to troubleshooting and decision-making without reliance on templates.
• Accountability: Strong work ethic, ownership mentality, and attention to detail.

Preferred Attributes (Bonus Skills)

• Experience with U.S.-based customers or eCommerce platforms (Amazon, eBay, etc.).
• Understanding of retail workflows, returns, and order fulfillment systems.
• Ability to multitask and handle multiple chat/email threads simultaneously with precision.
• Interest in process optimization or customer journey enhancement.

Why Join Us

• Competitive salary with performance-based growth.
• Opportunity to work with a globally recognized brand and develop advanced customer success skills.
• Supportive team environment with training and career progression opportunities.
• Exposure to international business communication standards.

Job Type: Full-time

Pay: Rs120,000.00 - Rs200,000.00 per month

Work Location: In person