Customer Experience Associate — Islamabad

Nova Finance; Islamabad; On-site; PKR 279,000 - 446,000; Full time

Job summary

NOVA FINANCE is seeking a Customer Service Representative to support customers from its Islamabad operation. The representative will provide clear, courteous assistance, understand customer needs, and help ensure service requests are handled accurately and efficiently.

The role requires effective verbal and written communication, active listening, and the ability to manage multiple customer requests while maintaining privacy and following established procedures.

Qualifications

• Clear, professional verbal and written communication in customer interactions.
• Active listening and the ability to identify customer needs before offering a solution.
• Patient, courteous handling of questions, concerns, and complaints.
• Sound judgment in resolving routine inquiries and escalating complex or sensitive matters.

Responsibilities

• Respond to customer questions through designated service channels and explain products, processes, and account procedures.
• Identify the reason for inquiries and route complex cases to the appropriate team.
• Record customer interactions, update information, and maintain service notes in company systems.
• Follow established service standards, privacy requirements, and escalation procedures.
• Track open requests through resolution and follow up to ensure a consistent customer experience.
• Share recurring concerns and feedback with colleagues to support service improvements.

Skills

Verbal communication

Written communication

Active listening

Multitasking

Tools

CRM software

Email tools

Office applications

Job description

NOVA FINANCE is seeking a Customer Service Representative to support customers from its Islamabad operation. The representative will provide clear, courteous assistance, understand customer needs, and help ensure service requests are handled accurately and efficiently.

The role requires effective verbal and written communication, active listening, and the ability to manage multiple customer requests while maintaining privacy and following established procedures.