International Customer Support Representative

Job Title: International Customer Support Representative (Retail – US Operations Support)

Location: Karachi (Shahrah-e-Faisal – Onsite)
Shift: Night Shift (US Business Hours)
Schedule: 5 Days a Week | Alternate Saturdays
Salary: Up to PKR 85,000 / month

Job Summary

We are hiring an International Customer Support Representative to manage and support customer service operations for a US-based retail chain from our Karachi back office. This role requires a customer-focused professional with strong communication skills and the ability to handle international customer interactions in a fast-paced retail environment.

The ideal candidate will work closely with US stakeholders during night hours, ensuring excellent customer experience, timely issue resolution, and smooth communication across multiple support channels.

Key Responsibilities

Customer Support & Communication

• Handle customer inquiries via phone, email, and chat professionally and efficiently
• Provide timely resolutions to customer concerns and complaints
• Deliver excellent customer service while maintaining company standards
• Escalate complex issues to relevant departments when required

Order & Retail Support

• Assist customers with order tracking, refunds, exchanges, and product-related inquiries
• Support retail operations by coordinating with internal teams
• Maintain accurate records of customer interactions and transactions
• Ensure proper follow-up on pending customer issues

Issue Resolution & Troubleshooting

• Identify customer concerns and provide appropriate solutions
• Handle difficult customer situations calmly and professionally
• Troubleshoot basic order, payment, or account-related issues
• Ensure customer satisfaction through effective communication

Documentation & Reporting

• Maintain logs of customer interactions and case updates
• Prepare reports on customer feedback, recurring issues, and service trends
• Follow SOPs and customer service guidelines
• Ensure data accuracy and confidentiality

Communication & Coordination

• Communicate effectively with US-based teams in fluent English (verbal and written)
• Coordinate with operations, finance, and technical teams for issue resolution
• Provide regular updates on customer support activities and escalations
• Contribute to continuous improvement in customer service processes

Required Qualifications & Experience

• Bachelor’s degree in Business Administration, Communications, or a related field
• 1–3 years of experience in customer support, call center, or client servicing roles
• Experience working with international customers or US-based clients is preferred
• Proven ability to work night shifts aligned with US business hours

Skills & Competencies

• Excellent English communication skills (verbal and written)
• Strong customer handling and problem-solving abilities
• Ability to multitask and work under pressure
• Professional attitude and customer-centric mindset
• Basic knowledge of CRM or customer support tools is a plus
• Strong attention to detail and organizational skills

Compensation & Benefits

• Salary up to PKR 85,000 per month
• Professional work environment at Shahrah-e-Faisal, Karachi
• Direct exposure to US retail operations and international customer support systems

Pay: Up to Rs85,000.00 per month

Application Question(s):

• Will you be able to work in Night Shift?

Education:

• Bachelor's (Required)

Language:

• English (Required)

Work Location: In person