Customer Service Representative

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

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.

Responsibilities include:

• Respond to customer questions through the company’s designated service channels and explain relevant products, processes, and account procedures.
• Listen carefully, identify the reason for each inquiry, and provide accurate information or route complex cases to the appropriate team.
• Record customer interactions, update information, and maintain complete, organized service notes in company systems.
• Follow established service standards, privacy requirements, and escalation procedures when handling customer information or complaints.
• Track open requests through resolution and follow up as needed to provide a consistent customer experience.
• Share recurring customer concerns and process feedback with colleagues and supervisors to support service improvements.

This is an on-site role based in Islamabad. The successful candidate will bring a helpful, professional approach, strong communication skills, and the ability to stay organized while managing multiple customer requests.

Job Specification

• 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.
• Accurate data entry, record keeping, and attention to detail when documenting interactions.
• Comfort using computers and learning customer service systems, email, and office applications.
• Ability to manage multiple requests, prioritize follow-ups, and meet service standards.
• Commitment to customer privacy, confidentiality, and established procedures.
• Collaborative approach and willingness to receive feedback and continuously improve service quality.