Care Coordination & Solutions Analyst — Customer Ops

Mohsyn; Islamabad; On-site; PKR 670,000 - 1,339,000; Full time

Job summary

Mohsyn is seeking a Solutions Analyst to serve as the operational nerve center, receiving and assessing service requests, coordinating responses, and dispatching Field Support Officers to Mohsyn families.

You’ll work with medical and operations teams, ensuring urgent requests are prioritized, and maintaining visibility over every case from initiation to closure. This role requires clear communication, calm under pressure, and meticulous documentation.

Qualifications

• 2–4 years of relevant experience in customer-facing roles.
• Exceptional English and Urdu communication skills.
• Strong active-listening and ability to ask the right questions.
• Excellent multitasking and prioritisation abilities.
• Strong analytical thinking and problem-solving skills.
• Ability to quickly distinguish between urgent, important, and routine requests.
• Comfortable making operational decisions within established protocols.
• Ability to remain calm and structured during emergencies, escalations, or high-volume periods.
• High integrity, confidentiality, and accountability.
• Comfortable working in an office-based, shift-driven environment.

Responsibilities

• Receive and manage customer service requests via Mohsyn's designated communication channels.
• Assess requests by urgency and required support.
• Coordinate with Field Support Officers, medical and operational teams.
• Dispatch FSOs according to needs and priorities.
• Maintain visibility over every active request until resolution.
• Communicate professionally with customers and families.
• Escalate when needed and ensure closure.
• Document actions and update CRM throughout lifecycle.

Skills

Experience 2-4 yrs

English comms

Urdu comms

Active listening

Multitasking

Attention to detail

Calm under pressure

Ownership mindset

CRM familiarity

Office-based readiness

Education

Bachelor's degree in relevant field

Tools

CRM systems

MS Office

Google Workspace

Case management systems

Job description

Mohsyn is seeking a Solutions Analyst to serve as the operational nerve center, receiving and assessing service requests, coordinating responses, and dispatching Field Support Officers to Mohsyn families.

You’ll work with medical and operations teams, ensuring urgent requests are prioritized, and maintaining visibility over every case from initiation to closure. This role requires clear communication, calm under pressure, and meticulous documentation.