Customer Support Representative

About Our Client:

A leading Financial Markets data and technology company.

Job Description:

We are looking for a dedicated and proactive Customer Support Representative to join our team. The ideal candidate will be responsible for providing timely and accurate support to our users and addressing queries related to all our products. You will serve as the first point of contact for users, ensuring a positive customer experience and contributing to overall customer satisfaction.

Key Responsibilities:

• Respond promptly to user inquiries via email, chat, or phone.
• Provide accurate information and guidance regarding all company products and services.
• Troubleshoot and resolve basic user issues or escalate complex issues to the appropriate team.
• Maintain a detailed record of customer interactions and feedback.
• Identify recurring issues and provide suggestions for process improvements.
• Ensure a high level of user satisfaction through professional and courteous communication.
• Respond promptly and professionally to customer inquiries via email, chat, or phone.
• Provide accurate information and guidance regarding all company products and services.
• Troubleshoot and resolve basic user issues or escalate complex issues to the appropriate team.
• Document and track customer interactions, issues, and resolutions in the CRM system.
• Identify recurring issues and suggest improvements to processes, products, or services.
• Assist in onboarding new users and guiding them through product usage.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied.
• Collaborate with internal teams (product, operations, technical) to resolve user problems quickly.
• Maintain up-to-date knowledge of all products, services, and company policies.
• Provide feedback to management regarding customer pain points, trends, and opportunities for improvement.
• Contribute to building knowledge base articles, FAQs, and support documentation.

Required Skills:

• Bachelors degree in Business, Communications, or a related field (or equivalent experience).
• Excellent communication skills with the ability to explain complex information clearly.
• Strong problem-solving mindset with attention to detail.
• Empathetic and patient, able to handle customer queries professionally.
• Quick learner, adaptable, and willing to take initiative.
• Ability to manage multiple tasks efficiently in a fast-paced environment.
• Collaborative team player with a customer-first attitude.
• 0–1 year of experience in customer support or a related field.

Other Details:

Work Mode: Onsite, Lahore

Experience: Fresh to 1 year

Days: Monday to Friday

Timings: 9AM-6PM