Field Support Officer (FSO) - Lahore

Mohsyn; Lahore; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Mohsyn in Lahore is seeking a Field Support Officer who will be the trusted on-ground presence for families the company cares for. This is a hands-on role, not a desk job, involving accompanying clients to appointments, coordinating with hospitals, and ensuring timely service delivery.

You will collaborate with City Operations, Key Account Management, Solutions, and healthcare teams to convert requests into resolved outcomes, maintaining documentation and responding promptly to urgent needs,

Qualifications

• Experience assisting clients at home or in care settings.
• Ability to coordinate with hospitals, clinics, vendors.
• Willingness to work in a 24/7 care environment and shifting hours.
• Strong communication and problem-solving skills.

Responsibilities

• Provide compassionate on-ground support to Mohsyn clients and families across Lahore.
• Conduct regular and needs-based home visits, ensuring client comfort and dignity.
• Build trusted relationships with clients, especially elderly individuals.
• Accompany clients to doctor appointments, hospital visits, and diagnostic tests.
• Assist with everyday on-ground service requests that are hard to coordinate remotely.
• Observe and flag concerns to Mohsyn teams with clear communication.
• Take ownership to ensure each client request is fully resolved.

Skills

Compassionate care

Empathetic listener

Calm communication

Reliability

Job description

Level: Officer

Type: Full-time

Department: Operations

Reports to: City Operations Lead / Assistant Manager - City Operations

About The Role

At Mohsyn, our promise is simple: when our clients can't be there for their families in Pakistan, we can.

And as a Field Support Officer, you'll be one of the people who physically delivers on that promise.

We're looking for a Field Support Officer (FSO) to become Mohsyn's trusted on-ground presence for the families we care for across Lahore.

This is not a desk job.

On any given day, you could be accompanying an elderly client to a doctor's appointment, coordinating with a hospital, arranging something they need at home, visiting a client to check on their wellbeing, working with a vendor to solve a problem, or responding to an urgent situation where a family needs someone dependable on the ground.

You'll work closely with our City Operations, Key Account Management, Solutions, and healthcare teams to make sure client requests don't simply get assigned - they get solved.

That requires someone who is responsive, resourceful, emotionally mature, and exceptionally dependable. Someone who can walk into an unfamiliar situation, understand what needs to happen, communicate calmly with everyone involved, and take ownership until the problem is properly resolved.

Most importantly, we're looking for someone who genuinely enjoys helping people.

Because when you walk into a client's home wearing the Mohsyn name, you're not simply completing a field assignment.

You're representing the family member who wishes they could be there themselves.

What You'll Do

Client & Family Support

• Provide compassionate and reliable on-ground support to Mohsyn clients and their families across Lahore.
• Conduct regular and need-based home visits, ensuring clients feel comfortable, respected, heard, and supported.
• Build trusted relationships with clients, particularly elderly individuals, through patience, empathy, professionalism, and genuine care.
• Accompany clients when required for doctor appointments, hospital visits, diagnostic tests, procedures, or other healthcare-related needs.
• Assist clients with everyday on-ground requirements and service requests that may be difficult for their family members to coordinate remotely.
• Listen carefully to clients and observe situations on the ground, proactively flagging concerns or changes that relevant Mohsyn teams should know about.
• Treat every client and family with the dignity, discretion, patience, and respect you would expect for your own family.

Field Operations & Service Execution

• Execute assigned field requests quickly, accurately, and responsibly, from initial assignment through successful closure.
• Coordinate with the City Operations Lead, Solutions Analysts, Key Account Managers, healthcare professionals, and other internal teams to understand client requirements and execute them effectively.
• Coordinate with hospitals, clinics, laboratories, pharmacies, transportation providers, home-service providers, and other vendors when required.
• Be physically present where necessary to make sure services are actually being delivered to the standard expected by Mohsyn.
• Follow up with vendors and service providers rather than assuming a task is complete simply because it has been assigned.
• Handle multiple field assignments responsibly while prioritising according to urgency, client needs, and operational requirements.
• Navigate Lahore efficiently and find practical alternatives when traffic, vendor availability, timing, or other real-world challenges disrupt the original plan.
• Take initiative when situations change instead of waiting for step-by-step instructions.
• Maintain appropriate proof of service, receipts, photographs, visit notes, and other documentation required for each assignment.
• Keep relevant teams informed of progress, delays, challenges, and completion throughout each assignment.
• Take ownership until every assigned customer request is fully resolved and properly closed.

Emergency & Time-Sensitive Support

• Respond promptly when Mohsyn clients require urgent or emergency on-ground assistance.
• Remain calm, professional, and solution-oriented when situations become stressful or unpredictable.
• Coordinate with relevant healthcare providers, ambulance services, hospitals, family members, and Mohsyn teams during urgent situations.
• Follow established escalation and emergency-response protocols while using sound judgement when circumstances require immediate action.
• Provide clients and their families with a reassuring Mohsyn presence during difficult situations.
• Understand that because Mohsyn operates in a 24/7 care environment, some situations may require support outside conventional working hours, including rotational shifts, weekends, and public holidays.

Communication & Documentation

• Provide clear and timely updates to internal teams regarding client visits, service requests, incidents, and field observations.
• Communicate respectfully and confidently with clients, family members, doctors, hospital staff, vendors, and other stakeholders.
• Listen actively and make sure you understand the client’s actual requirement before taking action