Solutions Analyst – Customer Operations & Care Coordination

Mohsyn; Islamabad; On-site; PKR 670,000 - 1,339,000; Full time

Job summary

Mohsyn is seeking a Solutions Analyst to serve as the operational nerve center, receiving and assessing service requests, coordinating responses, and dispatching Field Support Officers to Mohsyn families.

You’ll work with medical and operations teams, ensuring urgent requests are prioritized, and maintaining visibility over every case from initiation to closure. This role requires clear communication, calm under pressure, and meticulous documentation.

Qualifications

• 2–4 years of relevant experience in customer-facing roles.
• Exceptional English and Urdu communication skills.
• Strong active-listening and ability to ask the right questions.
• Excellent multitasking and prioritisation abilities.
• Strong analytical thinking and problem-solving skills.
• Ability to quickly distinguish between urgent, important, and routine requests.
• Comfortable making operational decisions within established protocols.
• Ability to remain calm and structured during emergencies, escalations, or high-volume periods.
• High integrity, confidentiality, and accountability.
• Comfortable working in an office-based, shift-driven environment.

Responsibilities

• Receive and manage customer service requests via Mohsyn's designated communication channels.
• Assess requests by urgency and required support.
• Coordinate with Field Support Officers, medical and operational teams.
• Dispatch FSOs according to needs and priorities.
• Maintain visibility over every active request until resolution.
• Communicate professionally with customers and families.
• Escalate when needed and ensure closure.
• Document actions and update CRM throughout lifecycle.

Skills

Experience 2-4 yrs

English comms

Urdu comms

Active listening

Multitasking

Attention to detail

Calm under pressure

Ownership mindset

CRM familiarity

Office-based readiness

Education

Bachelor's degree in relevant field

Tools

CRM systems

MS Office

Google Workspace

Case management systems

Job description

Experience Level:1–3 years of relevant experience
Type: Full-time · Office-Based · Rotational Shifts
Location: Head Office
Department: Customer Operations / Care Coordination

About the Role

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

But delivering on that promise requires someone at the centre of our operations who can understand what a family needs, determine what needs to happen next, bring the right people together, and make sure the request is actually resolved.

That person is the Solutions Analyst.

The Solutions Analyst is the operational nerve center of Mohsyn — the first point of operational contact responsible for receiving and assessing service requests, coordinating the appropriate response, dispatching Field Support Officers, working with medical and operational teams, and following every case through to closure.

On any given shift, you might be coordinating a routine request for an elderly client, arranging on-ground support, following up with a Field Support Officer, coordinating with a healthcare professional, handling several requests simultaneously, or responding to an urgent situation where decisions need to be made quickly.

The common thread is simple:

Someone needs something to happen — and you're responsible for helping make it happen.

This role requires someone who can think clearly when things get busy, communicate confidently with very different stakeholders, distinguish between what is urgent and what can wait, and maintain enough attention to detail that nothing gets lost between a phone call, a message, a field team, and eventual resolution.

You'll work closely with Key Account Managers, Medical teams, Field Support Officers, Operations teams, and other internal stakeholders to provide seamless support to Mohsyn families.

And because many of the family members we communicate with are thousands of miles away, how you communicate matters almost as much as what you coordinate.

We're looking for someone who can bring speed, structure, empathy, and calmness to every situation.

What You'll Do

Customer Requests & Care Coordination

• Receive and manage customer service requests through Mohsyn's designated communication channels.
• Listen carefully, ask the right questions, and understand the actual requirement behind the request before initiating action.
• Assess each request based on its nature, urgency, potential impact, and the support required.
• Determine the appropriate next steps while following Mohsyn's established operational and escalation protocols.
• Translate customer needs into clear, actionable instructions for the relevant field, medical, or operational teams.
• Coordinate multiple active requests simultaneously while ensuring urgent or high-impact cases receive appropriate priority.
• Maintain visibility over every active request until it has been properly resolved.
• Ensure clients and their families receive a smooth experience even when several different Mohsyn teams are working behind the scenes.

Field Support Coordination & Dispatch

• Dispatch Field Support Officers (FSOs) according to customer requirements, location, availability, urgency, and operational priorities.
• Provide FSOs with clear and complete information before deployment so they understand the requirement and expected outcome.
• Monitor field assignments from dispatch through completion.
• Maintain communication with FSOs during active assignments and help resolve operational obstacles when required.
• Track delays, changing circumstances, or execution challenges and intervene appropriately.
• Reassign resources or coordinate alternatives when the original execution plan becomes unavailable or impractical.
• Confirm that field assignments have actually been completed rather than assuming completion after dispatch.
• Coordinate with City Operations and other relevant teams where additional on-ground resources or support are required.

Medical & Care Coordination

• Coordinate appropriately with Mohsyn's medical team, doctors, healthcare professionals, and other care providers when a customer request involves medical or healthcare-related requirements.
• Ensure medical requirements are directed to the appropriate clinical stakeholder rather than making clinical decisions outside the Solutions Analyst's scope.
• Facilitate communication and operational coordination between clients, medical teams, Field Support Officers, and other relevant stakeholders.
• Track operational actions arising from medical recommendations and ensure they reach the appropriate team for execution.
• Maintain visibility over pending medical-related operational actions and follow up where necessary.
• Ensure important information is transferred accurately between teams so that continuity of care is not affected by communication gaps.

Emergency & Time-Sensitive Coordination

• Respond to urgent and emergency requests with speed, composure, and sound operational judgement.
• Quickly gather the information required to understand the situation and determine the appropriate escalation path.
• Follow established emergency-response and escalation protocols.
• Coordinate relevant field resources, operational teams, and healthcare professionals where required.
• Escalate appropriately when a situation requires clinical, operational, or leadership intervention.
• Maintain continuity of coordination throughout an active escalation rather than considering the case complete once it has been handed over.
• Keep relevant internal stakeholders informed as situations develop.
• Remain calm and structured when multiple people require information or action simultaneously.

Customer & Family Communication

• Communicate with customers and their families in a professional, compassionate, and reassuring manner.
• Recognise that many overseas family members are relying on Mohsyn because they cannot physically be present themselves.
• Provide clear updates regarding the status of requests without requiring customers to repeatedly chase for information.
• Set realistic expectations regarding timelines and next steps.
• Listen actively and ask relevant questions to ensure customer requirements are correctly understood.
• Communicate delays or complications transparently rather than allowing uncertainty to build.
• Adjust your communication style appropriately when dealing with elderly clients, overseas family members, healthcare professionals, vendors, or internal teams.
• Ensure that even during stressful situations, customers feel that someone capable is actively taking ownership of their concern.

Case Ownership & Follow-Through

• Take responsibility for assigned customer cases from initiation through resolution and closure.
• Maintain awareness of what has happened, what remains outstanding, who currently owns the next action, and when follow-up is required.
• Proactively follow up with stakeholders rather than waiting for updates to arrive.
• Identify when a case is becoming delayed or stuck and intervene before it negatively affects the customer experience.
• Escalate issues appropriately without relinquishing visibility or accountability for the overall customer outcome.
• Verify completion before closing a case.
• Ensure any required customer communication is completed before considering the request resolved.
• Treat resolved as an outcome, not simply a status in the system.

Documentation & Operational Accuracy

• Maintain accurate and timely documentation of customer requests, actions, updates, escalations, and outcomes.
• Update relevant CRM, case-management, or operational systems throughout the lifecycle of a request.
• Record sufficient information so another team member can understand the case without having to reconstruct what happened.
• Maintain clear documentation of pending actions, ownership, timelines, and follow-up requirements.
• Ensure important information communicated verbally or through messages is appropriately captured in the relevant system.
• Maintain high standards of confidentiality when handling customer, family, medical, or household information.
• Support reporting and operational analysis by maintaining accurate and reliable case data.

Cross-Functional Coordination

• Work closely with Key Account Managers, Medical Officers, Field Support Officers, City Operations, and other Mohsyn teams to ensure seamless service delivery.
• Bring together the right stakeholders when a request requires support from multiple functions.
• Communicate requirements clearly and confirm ownership rather than simply forwarding messages between teams.
• Help prevent requests from falling through gaps between departments.
• Raise recurring operational challenges and service bottlenecks to the appropriate teams.
• Contribute ideas for improving response times, coordination processes, documentation, and overall customer experience.

What We're Looking For

Must Have

• 2–4 years of relevant experience in Customer Support, Customer Success, Operations, Call Centre Operations, Healthcare Coordination, Hospitality, Service Operations, or another fast-paced customer-facing environment.
• Exceptional verbal and written English and Urdu communication skills.
• Strong active-listening skills and the ability to ask the right questions before acting.
• Excellent multitasking and prioritisation abilities.
• Strong analytical thinking and practical problem-solving skills.
• Ability to quickly distinguish between urgent, important, and routine requests.
• Comfortable making operational decisions within established protocols.
• Ability to remain calm and structured during emergencies, escalations, or high-volume periods.
• Strong ownership mentality and willingness to follow cases through to completion.
• Excellent attention to detail and disciplined documentation habits.
• High emotional intelligence, patience, and empathy when interacting with customers and families.
• Comfortable coordinating with multiple stakeholders simultaneously.
• Proficiency with CRM systems, Microsoft Office, Google Workspace, and digital communication platforms.
• High levels of integrity, accountability, professionalism, and confidentiality.
• Comfortable working in an office-based, shift-driven operational environment.
• Willingness to work rotational shifts, weekends, and public holidays as required by Mohsyn's operational coverage.

The shift-based nature and digital-tool requirements are explicit parts of the underlying candidate profile. IDEAL CANDIDATE PROFILE - SA .d

Nice to Have

• Previous experience in healthcare coordination, home healthcare, emergency response, concierge services, customer care, hospitality, or field-service operations.
• Experience working in a 24/7 customer-support or operations environment.
• Experience coordinating field teams, riders, technicians, healthcare professionals, or other mobile resources.
• Exposure to elderly care, patient coordination, or family-support services.
• Experience managing customer escalations or time-sensitive service requests.
• Familiarity with ticketing, dispatch, CRM, case-management, or field-force-management systems.
• Experience working with geographically distributed teams.
• Previous exposure to international or overseas customers.
• Experience working in a startup or rapidly scaling service organisation.
• Comfort using AI and automation tools to improve documentation, coordination, reporting, or customer-support workflows.

Education

Bachelor's degree in Business Administration, Healthcare Management, Social Sciences, or another relevant discipline from a recognised institution.

For this role, however, your degree matters less than your ability to think clearly, communicate effectively, and get things done when people are depending on you.

The Kind of Person Who'll Thrive Here

Calm. Organised. Empathetic. Analytical. Proactive. Reliable. Detail-oriented. Solution-focused.

You're the person who gets calmer when everyone else gets busier.

When three things happen simultaneously, you don't simply work on whichever message appeared last.

You ask:

What is most urgent? Who could be affected? What needs to happen first? Who needs to know?

You don't forward a message to another team and consider your job finished.

You check whether someone picked it up.

You know who is doing what.

Follow up.

And you close the loop.

You're also naturally reassuring.

You understand that when an overseas daughter calls because something has happened to her father in Pakistan, she doesn't need someone who sounds panicked or indifferent.

She needs someone who can say, in effect:

I understand. We're on it.

And then make sure that statement means something.

What Success Looks Like

Within your first year, we'd expect you to consistently:

• Ensure timely coordination and dispatch of field resources.
• Respond to customer requests with urgency while maintaining accuracy and service quality.
• Maintain high levels of customer satisfaction through responsive and reassuring communication.
• Prioritise effectively across multiple simultaneous service requests.
• Resolve customer requirements efficiently while minimising avoidable delays.
• Maintain accurate and timely case documentation.
• Follow assigned cases through to genuine resolution rather than simply transferring responsibility.
• Coordinate effectively with Key Account Managers, Medical teams, Field Support Officers, and Operations.
• Demonstrate sound judgement during urgent and time-sensitive situations.
• Maintain composure and professionalism during emergencies and escalations.
• Contribute to smooth and uninterrupted service delivery across Mohsyn's customer accounts.

These outcomes closely reflect the first-year success profile defined in the ICP. IDEAL CANDIDATE PROFILE - SA .d

Why Join Us

At Mohsyn, we hire the best — and then trust them to do what they do best. No micromanagement, no unnecessary layers. Just ownership, autonomy, and the freedom to make an impact.

And in this role, you'll sit right at the point where a promise becomes action.

Many of the people contacting you will be overseas Pakistanis whose parents or families are thousands of miles away.

Sometimes they'll call with something simple.

Their mother needs help arranging something at home.

Their father needs someone to accompany him somewhere.

A Field Support Officer needs to be dispatched.

A service provider needs to be coordinated.

And sometimes the situation won't be simple at all.

Something may have happened.

A family may be worried.

Several people may need to be mobilised quickly.

And while the family member sitting abroad may feel helpless because they physically cannot be there, you can start making things happen here.

You'll connect the right people.

You'll coordinate the response.

You'll keep track of what's happening.

You'll make sure nobody assumes somebody else is handling it.

And you'll keep following through until the family has an answer.

That can make this a demanding role.

But it also makes it an incredibly meaningful one.

Because at the end of some shifts, you'll know that a family thousands of miles away was able to worry a little less because you were sitting at the other end of the line making sure someone showed up for the people they love.

You'll get real situations to own from early on, real problems to solve, and the opportunity to develop judgement that simply can't be learned from a textbook.

We believe exceptional people do exceptional work when they feel trusted, supported, heard, and excited about where they work. That's the kind of team we're building at Mohsyn: collaborative, curious, low on ego, big on ownership, and high on impact.