Customer Service Representative

amz; Lahore; On-site; PKR 600,000 - 900,000; Full time

Job summary

amz is seeking a customer-focused Customer Service Representative to support customers from its Lahore, Pakistan operation. This role emphasizes clear communication, accurate information, and delivering a consistent service experience in a non-remote, on-site setting.

The successful candidate will respond to inquiries, document interactions, and escalate unresolved issues while maintaining professionalism and confidentiality in a busy team environment.

Qualifications

• Strong verbal and written communication.
• Active listening and the ability to clarify concerns before proposing a response.
• Accurate data entry and clear documentation of customer contacts and follow-up actions.
• Ability to organize tasks, manage competing requests and meet response-time expectations.
• Comfort using computers and learning customer service software, ticketing tools or databases.
• Fluency in English and Urdu is beneficial for serving a diverse customer base.

Responsibilities

• Respond to customer questions and service requests through the communication channels assigned by the team.
• Listen carefully, identify the issue and provide clear, accurate guidance within established procedures.
• Record customer interactions, actions taken and follow-up needs in the appropriate system.
• Escalate complex or unresolved matters to the relevant team and monitor them through resolution.
• Maintain a courteous, professional approach while managing multiple requests and priorities.
• Share recurring customer concerns and service feedback with colleagues to support improvements.

Skills

Verbal communication

Written communication

Active listening

Data entry

Multitasking

Job description

Job Description

amz is seeking a customer-focused Customer Service Representative to support customers from its Lahore, Pakistan operation. This role is suited to a clear communicator who can understand customer concerns, provide accurate information and help deliver a consistent service experience.

Responsibilities

• Respond to customer questions and service requests through the communication channels assigned by the team.
• Listen carefully, identify the issue and provide clear, accurate guidance within established procedures.
• Record customer interactions, actions taken and follow-up needs in the appropriate system.
• Escalate complex or unresolved matters to the relevant team and monitor them through resolution.
• Maintain a courteous, professional approach while managing multiple requests and priorities.
• Share recurring customer concerns and service feedback with colleagues to support improvements.

The successful candidate will work collaboratively with the service team, follow quality and confidentiality standards, and contribute to timely, helpful customer support. This position is based in Lahore and is not designated as remote.

Job Specification

• Strong verbal and written communication, with a polite and professional customer-facing manner.
• Active listening and the ability to clarify concerns before proposing a response.
• Problem-solving skills and sound judgment when resolving routine service issues.
• Accurate data entry and clear documentation of customer contacts and follow-up actions.
• Ability to organize tasks, manage competing requests and meet response-time expectations.
• Comfort using computers and learning customer service software, ticketing tools or databases.
• Teamwork, reliability and willingness to seek guidance or elevate cases when appropriate.
• Fluency in English and Urdu is beneficial for serving a diverse customer base.