Customer Support Representative

Scalemill LLC; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Job summary

Scalemill LLC is seeking a dedicated customer support representative to be the first point of contact for customers. You will handle inbound calls, resolve questions, and ensure a positive experience across the customer journey from Clifton, Karachi, working from the office.

The role requires fluent English, strong organizational and communication skills, and at least two years in a related role. You will use HubSpot and CRM tools to track interactions and resolve issues efficiently.

Qualifications

• Bachelor’s degree required.
• Fluent English (written and verbal) essential.
• At least 2 years of experience in a related role.
• Proficiency with HubSpot and MS Office/Google Workspace.
• CRM/ERP experience and dashboards helpful.

Responsibilities

• Handle inbound calls and emails, resolving queries promptly and professionally.
• Process purchase orders and manage order fulfillment within 24 hours.
• Coordinate with internal teams and suppliers to ensure timely delivery.
• Maintain accurate CRM records across HubSpot, Shopify and Freshdesk.
• Escalate complex cases to Team Lead when needed.

Skills

Communication

Time management

Organization

Attention to detail

Professionalism & discretion

Education

Bachelor’s degree

Tools

HubSpot

MS Office

Google Workspace

TickTick

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. 1. Process and manage purchase orders accurately and efficiently

   2. Process customer orders accurately and ensure fulfillment within 24 hours of receipt

   3. Coordinate with internal teams and suppliers to ensure timely order processing and fulfillment

   4. Monitor order status, resolve discrepancies and maintain accurate purchase order records

   5. Follow up on pending orders, inventory shortages and dispatch delays to ensure seamless operations
      

2. Customer Query Handling

   1. Respond promptly and professionally to customer emails, inbound calls and assigned support tickets, delivering exceptional customer support and timely resolution

   2. Respond to customer tickets and cases within 24 hours

   3. Handle inbound customer calls during Eastern US business hours (Mon to Fri, 9 am to 5 pm)

   4. Follow up on messages received through the specialty answering service to ensure timely resolution

   5. Handling inbound calls to resolve inquiries related to orders, returns, product details and delivery issues

   6. Ensure clear, professional and customer-friendly communication at all times
      

3. Customer Return Management

   1. Process customer returns efficiently while ensuring accuracy and timely resolution

   2. Handle return requests, exchange cases and refund coordination

   3. Address customer concerns related to orders, products and deliveries
      

4. Order Tracking & Fulfillment Coordination

   1. Respond to customer concerns professionally and promptly through inbound calls

   2. Resolve complaints efficiently while maintaining a positive customer experience

   3. Proactively identify potential challenges and address them before they escalated
      

5. Internal & Cross-Team Collaboration

   1. Work proactively with the customer service team to ensure smooth issue resolution

   2. Coordinate with the warehouse team regarding missing inventory or dispatch discrepancies

   3. Escalate complex cases when necessary and ensure timely follow-up
      

6. System & Portal Management

   1. Maintain accurate customer records across CRM, HubSpot, Shopify and Freshdesk

   2. Log all customer interactions in HubSpot (calls, emails, tickets)

   3. Manage assigned accounts by building relationships and providing personalized support

   4. Maintain accurate documentation of customer interactions and case updates

   5. Ensure proper ticket categorization and tracking for reporting purposes

7. Ad-Hoc & Support Tasks

   1. Provide administrative and operational support as required to ensure smooth day-to-day business operations

   2. Assist with special projects, process improvement initiatives and additional customer support activities as assigned

   3. Perform 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