CUSTOMER SUPPORT SPECIALIST

FlowFix; Saddar; On-site; PKR 420,000 - 620,000; Full time

Benefits offered by this job

Incentive Bonus

Leaves

Job summary

FlowFix is seeking a Customer Support Specialist for Lahore, Pakistan, to assist customers with reliable, responsive service. You will be a helpful point of contact, understand concerns, provide accurate information, and coordinate timely solutions while representing FlowFix professionally.

This role requires strong English and Urdu communication, empathy, active listening, and the ability to troubleshoot and document interactions clearly in ticketing tools. A team-oriented environment awaits.

Qualifications

• Strong verbal and written English and Urdu communication skills.
• Active listening, empathy, patience, and a professional customer-first approach.
• Ability to understand problems, ask focused questions, and explain solutions clearly.
• Comfort handling complaints, difficult conversations, follow-ups, and escalations.
• Accurate data entry and consistent documentation of customer interactions.
• Basic computer literacy, including email, web-based systems, and customer support or ticketing tools.
• Ability to prioritize multiple requests, meet response standards, and work effectively in a team.

Responsibilities

• Respond to customer questions through approved support channels with clarity, patience, and professionalism.
• Identify customer needs, troubleshoot common issues, and provide suitable resolutions within company guidelines.
• Record interactions, requests, complaints, and outcomes accurately in support systems or internal records.
• Escalate complex, urgent, or unresolved cases to the appropriate team and follow up until closure.
• Maintain awareness of FlowFix services, policies, processes, and frequently asked questions.
• Recognize recurring customer issues and share practical feedback to improve service quality.
• Protect customer information and follow established standards for privacy, accuracy, and service conduct.

Skills

English

Urdu

Active listening

Empathy

Problem solving

Teamwork

Tools

Ticketing systems

CRM

Job description

Job Description

FlowFix is seeking a Customer Support Specialist to assist customers in Lahore and help deliver reliable, responsive consumer services. The successful candidate will serve as a helpful point of contact, understand customer concerns, provide accurate information, and coordinate timely solutions while representing FlowFix professionally.

Key responsibilities

• Respond to customer questions through approved support channels with clarity, patience, and professionalism.
• Identify customer needs, troubleshoot common issues, and provide suitable resolutions within company guidelines.
• Record interactions, requests, complaints, and outcomes accurately in support systems or internal records.
• Escalate complex, urgent, or unresolved cases to the appropriate team and follow up until closure.
• Maintain awareness of FlowFix services, policies, processes, and frequently asked questions.
• Recognize recurring customer issues and share practical feedback to improve service quality.
• Protect customer information and follow established standards for privacy, accuracy, and service conduct.

This role suits a service-focused professional who can remain composed under pressure, manage multiple conversations, and contribute positively to a customer-centered team.

Job Specification

• Strong verbal and written communication skills in English and Urdu.
• Active listening, empathy, patience, and a professional customer-first approach.
• Ability to understand problems, ask focused questions, and explain solutions clearly.
• Comfort handling complaints, difficult conversations, follow-ups, and service escalations.
• Accurate data entry and consistent documentation of customer interactions.
• Basic computer literacy, including email, web-based systems, and customer support or ticketing tools.
• Ability to prioritize multiple requests, meet response standards, and work effectively in a team.
• Sound judgment when applying policies and identifying matters requiring escalation.

Job Rewards and Benefits

• Communication
• Incentive Bonus
• Leaves