Customer Experience Specialist

Hostnext; Islamabad; On-site; PKR 446,000 - 781,000; Full time

Job summary

Hostnext is seeking a Customer Service Representative (CSR) to support customers from its Rawalpindi operations. The successful candidate will serve as a reliable point of contact, understand customer needs, resolve issues efficiently, and represent the company with professionalism.

This role suits a service-oriented individual who can communicate clearly, manage multiple interactions, and maintain accurate records in a technology-focused environment. Fluency in English and Urdu is preferred.

Qualifications

• Strong verbal and written communication skills in English and Urdu.
• Customer-focused attitude with patience, empathy, and professional telephone or chat etiquette.
• Ability to listen carefully, ask relevant questions, and explain solutions in simple language.
• Practical problem-solving skills with sound judgment when handling complaints and escalations.
• Comfort using computers, customer support platforms, email, web applications, and standard office tools.
• Accurate data entry and consistent documentation of customer interactions.
• Ability to prioritize multiple conversations, meet response targets, and remain composed under pressure.
• Willingness to learn company products, services, procedures, and basic technical terminology.

Responsibilities

• Respond to customer inquiries through approved communication channels and provide clear, accurate information.
• Investigate service, account, billing, or technical concerns and coordinate with relevant teams for resolution.
• Record customer interactions, complaints, requests, and outcomes accurately in company systems.
• Follow up on unresolved matters and keep customers informed within agreed response times.
• Identify recurring issues and share useful feedback with supervisors and internal departments.
• Follow service procedures, quality standards, data privacy requirements, and escalation guidelines.

Skills

Verbal communication

Written communication

English language

Urdu language

Customer service mindset

Multitasking

Problem solving

Data entry

Tools

CRM software

Email clients

Office tools

Job description

Hostnext is seeking a Customer Service Representative (CSR) to support customers from its Rawalpindi operations. The successful candidate will serve as a reliable point of contact, understand customer needs, resolve issues efficiently, and represent the company with professionalism.

This role suits a service-oriented individual who can communicate clearly, manage multiple interactions, and maintain accurate records in a technology-focused environment. Fluency in English and Urdu is preferred.