Customer Support Representative (Onsite, Islamabad, PKR Salary)

Requirements:

1–2 years of experience in customer support, customer service, or a similar role.
Excellent verbal and written communication skills.
Experience with customer support platforms such as Zendesk, Freshdesk, Intercom, or similar tools.
Basic understanding of SaaS products, web applications, or digital services.
Strong problem-solving and troubleshooting abilities.
Ability to manage multiple customer inquiries efficiently.
Detail-oriented with strong organizational skills.
Customer-focused mindset with a professional and empathetic approach.

Responsibilities:

Respond to customer inquiries via email, chat, and ticketing systems in a timely manner.
Diagnose and resolve product or service-related issues.
Escalate technical or complex concerns to relevant teams with proper documentation.
Maintain accurate records of customer interactions and resolutions.
Ensure adherence to established response and resolution SLAs.
Follow up with customers to confirm successful issue resolution.
Contribute to internal knowledge bases by documenting recurring issues and solutions.
Identify opportunities to improve support processes and customer experience.

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