Customer Support Representative

Scalemill; Karachi Division; On-site; PKR 600,000 - 1,000,000; Full time

Job summary

Scalemill is a Karachi-based provider of offsite inside sales, support, and customer success teams for B2B SaaS companies. We are seeking a dedicated customer experience representative for a fabric account, the first point of contact for customers, handling inbound calls, questions, and resolutions with a focus on a positive journey.

This full-time, office-based role requires proactive communication, strong time management, and CRM proficiency.

Qualifications

• Bachelor’s degree required.
• Fluent English (written and verbal) essential.
• At least 2 years of proven experience in a related role.
• Proficiency in HubSpot is mandatory.

Responsibilities

• Purchase Order Management: process and manage orders and ensure fulfillment within 24 hours.
• Customer Query Handling: respond to emails, calls, and support tickets within 24 hours.
• Customer Return Management: handle returns, exchanges and refunds.
• Order Tracking & Fulfillment Coordination: monitor status and coordinate with internal teams.
• Internal & Cross-Team Collaboration: liaise with warehouse and other teams for resolution.
• System & Portal Management: maintain CRM records and ticketing data in HubSpot, Shopify, Freshdesk.
• Ad-Hoc & Support Tasks: assist with projects and process improvements as needed.

Skills

Communication

Organization

Time management

Attention to detail

Professionalism & discretion

Education

Bachelor’s degree

Tools

HubSpot

MS Office

Google Workspace

TickTick

Shopify

Freshdesk

Job description

Overview

Scalemill (www.scalemill.com) helps technology companies increase revenue and reduce costs by setting up offsite inside sales, support and customer success teams that handle customer interactions. We exclusively work with B2B (Business-to-Business) SaaS (Software-as-a-Service) products and specialize in lead generation and appointment-setting.

Role

This is a dedicated role for one of our fabric accounts. You will be the first point of contact for customers, handling inbound calls, ensuring their questions are answered, concerns are resolved and they feel supported at every step of their journey. Seeking a proactive and customer-focused representative who is passionate about helping customers and creating positive experiences

Keywords

Communication, inbound calls, time management, CRM, active listening, customer satisfaction, product knowledge, problem-solving

Location

Clifton, Karachi (Do Talwar)

Timings

5 pm to 2 am

Type

Full-time from the office

Reporting line

Team lead or Account Manager

Key Responsibilities

Purchase Order Management

1. Process and manage purchase orders accurately and efficientlyProcess customer orders accurately and ensure fulfillment within 24 hours of receiptCoordinate with internal teams and suppliers to ensure timely order processing and fulfillmentMonitor order status, resolve discrepancies and maintain accurate purchase order recordsFollow up on pending orders, inventory shortages and dispatch delays to ensure seamless operations

Customer Query Handling

1. Respond promptly and professionally to customer emails, inbound calls and assigned support tickets, delivering exceptional customer support and timely resolutionRespond to customer tickets and cases within 24 hoursHandle inbound customer calls during Eastern US business hours (Mon to Fri, 9 am to 5 pm)Follow up on messages received through the specialty answering service to ensure timely resolutionHandling inbound calls to resolve inquiries related to orders, returns, product details and delivery issuesEnsure clear, professional and customer-friendly communication at all times

Customer Return Management

1. Process customer returns efficiently while ensuring accuracy and timely resolutionHandle return requests, exchange cases and refund coordinationAddress customer concerns related to orders, products and deliveries

Order Tracking & Fulfillment Coordination

1. Respond to customer concerns professionally and promptly through inbound callsResolve complaints efficiently while maintaining a positive customer experienceProactively identify potential challenges and address them before they escalation

Internal & Cross-Team Collaboration

1. Work proactively with the customer service team to ensure smooth issue resolutionCoordinate with the warehouse team regarding missing inventory or dispatch discrepanciesEscalate complex cases when necessary and ensure timely follow-up

System & Portal Management

1. Maintain accurate customer records across CRM, HubSpot, Shopify and FreshdeskLog all customer interactions in HubSpot (calls, emails, tickets)Manage assigned accounts by building relationships and providing personalized supportMaintain accurate documentation of customer interactions and case updatesEnsure proper ticket categorization and tracking for reporting purposes

Ad-Hoc & Support Tasks

1. Provide administrative and operational support as required to ensure smooth day-to-day business operationsAssist with special projects, process improvement initiatives and additional customer support activities as assignedPerform other duties consistent with the role to support team objectives and business needs

Skills needed

• Communication: excellent written and verbal communication skills are required
• Organization: superior organizational skills to manage multiple tasks and responsibilities effectively
• Time management: strong ability to prioritize tasks, manage time efficiently and work in a fast-paced environment
• Attention to detail: accuracy in handling purchase orders, tasks and documents is critical
• Professionalism & discretion: maintaining high standards of professionalism and handling sensitive information with integrity and confidentiality

Technology

• Proficiency in HubSpot is mandatory
• This role requires someone comfortable with basic technology like computers, smartphones and common software used in offices
• Comfortable with using online messaging tools like WhatsApp, Google Chat, etc.
• Proficiency with MS Office & Google Business Suite
• Proven experience in handling inbound leads, CRM/ERP and dashboards
• Familiarity with task management apps such as TickTick

Background

• Bachelor’s degree
• Fluent English (written and verbal) is essential
• At least 2 years of proven experience in a related role