Customer Support Representative

Phi Consulting LLC; Islamabad; On-site; PKR 400,000 - 800,000; Full time

Benefits offered by this job

Competitive salary and benefits

Training and development opportunities

Career growth in dynamic team

Job summary

Phi Consulting LLC is seeking a detail-oriented Customer Support Representative to join our team in Islamabad. The role centers on providing exceptional support across voice and non-voice channels, logging interactions in CRM systems, and maintaining high customer satisfaction in the fleet card services sector.

Ideal candidates have 1–2 years of experience in customer support, preferably in relevant industries, and a bachelor’s degree in Business, Communications, or a related field.

Qualifications

• 1–2 years of experience in customer support, preferably in fleet card/financial services.
• Bachelor’s degree in Business or Communications is a plus.
• Experience in fleet card, fuel services, or fintech is preferred.
• Knowledge of SLAs and KPI-driven environments is helpful.

Responsibilities

• Provide swift and effective resolutions to customer inquiries, ensuring first contact resolution (FCR).
• Log and track interactions using CRM tools (Zendesk, Salesforce).
• Maintain high level of customer satisfaction across multi-channel support (phone, email, live chat).
• Monitor and meet SLA targets and ensure timely responses and resolutions.

Skills

First-contact resolution

Multi-channel support

Verbal & written communication

CRM proficiency

Education

Bachelor’s degree in Business or Communications

Tools

Zendesk

Salesforce

Job description

Phi operates from a secured campus in Gulberg Greens, Islamabad. All roles are on-site.

About the role

Phi Consulting constructs innovation involving the most recent progressions in Information Technology. Working with industry-accredited clients who are positioned in the market as fastest growing fintech companies and listed in the Forbes 100. At Phi Consulting, we see our diligent effort compensated in remarkable ways consistently, and we acknowledge that knowledge is most integral when matched with lowliness. We’re roused by the chance to save lives out and about while affecting and working on each feature of numerous

million-dollar enterprises that keep our actual economy moving.

About The Role

We are seeking a detail-oriented and customer-focused Customer Support Representative to join our team in the fleet card services sector. This role is vital in delivering exceptional support through multi-channel platforms (voice and non-voice) while maintaining a high level of customer satisfaction.

Key Responsibilities

• First Contact Resolution: Provide swift and effective resolutions to customer inquiries, ensuring first contact resolution (FCR).
• Customer Satisfaction: Prioritize customer satisfaction by delivering a high level of service, going above and beyond to ensure positive interactions.
• Multi-Channel Support: Handle customer queries through multiple channels including phone, email, and live chat, ensuring consistent service quality across voice and non-voice platforms.
• Service Level Agreement (SLA) Management: Monitor and meet predefined SLAs, ensuring timely responses and resolutions in line with company standards.
• CRM Proficiency: Use CRM tools (e.g., Salesforce, Zendesk) to log, track, and manage customer interactions, maintaining up-to-date and accurate records.
• Escalation Management: Escalate more complex issues to higher-level support or management when necessary, ensuring a smooth handoff and swift resolution.
• Product Knowledge: Maintain comprehensive knowledge of fleet card services, products, and policies to provide informed support and guidance to customers.
• Customer Feedback: Collect and report customer feedback to help the company improve its fleet card services and customer support processes.

Requirements

Experience: 1-2 years of experience preferred in customer support, preferably in the fleet card, financial services, or similar industry.

Skills

• Proven ability to achieve first-contact resolution and deliver high levels of customer satisfaction.
• Proficiency in handling multi-channel support (voice and non-voice) and using CRM tools.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage time effectively.

Qualifications

A bachelor’s degree in Business, Communication, or a related field is a plus.

Mindset: Customer-first attitude with an ability to maintain composure under pressure.

Preferred Qualifications

• Experience in a fleet card, fuel services, or financial technology company.
• Familiarity with SLAs and KPI-driven environments.
• Proficiency in using customer support tools such as ticketing systems, knowledge bases, and CRMs like Zendesk or Salesforce.

What We Offer

• Competitive salary and benefits.
• Training and development opportunities to enhance your skills.
• Opportunities for career growth within a dynamic team.
• A collaborative and supportive work environment.

Requirements

1+ years experienceGood communicationUnderstands FCR, SLA, CSAT and other statsCustomer first mindsetCRM tools e.g. Zendesk, Salesforce