Customer Service Representative (India/Pakistan)

About the role

We are looking for a motivated Customer Service Representative to handle inbound and outbound communications across phone, email, live chat and social media. The role focuses on delivering timely, professional assistance while maintaining high levels of customer satisfaction.

Key responsibilities

• Respond to customer inquiries via phone, email, live chat, and social media.
• Resolve complaints efficiently, ensuring a positive outcome for the customer.
• Provide accurate information about products, services, policies and procedures.
• Process account updates, service requests and other related issues.
• Document every interaction in the CRM or ticketing system.
• Escalate complex cases to the appropriate department.
• Follow up with customers to confirm issue resolution.
• Meet or exceed KPIs such as response time, resolution time, CSAT and quality standards.
• Collaborate with internal teams to improve overall service quality.

Required profile

• Strong communication skills in English.
• Ability to handle multiple channels simultaneously.
• Customer‑focused mindset with a commitment to quality.
• Attention to detail and accurate record‑keeping.
• Willingness to adhere to confidentiality and compliance standards.

Required skills

• Proficiency with CRM or ticketing systems.