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Customer Support Representative

2 weeks ago

Rawalpindi, Punjab, Pakistan SOURCE CODE ACADEMIA Full time 1,200,000 - 3,600,000 per year

Join Source Code Academia's Customer Support team as a CSR based in Islamabad. In this role, you will be the first point of contact for students, parents, and staff, addressing inquiries via phone, WhatsApp, email, and other online channels. You will provide clear, courteous support, accurately document all interactions, and escalate unresolved issues to the appropriate departments. Success in this position means improving customer satisfaction by resolving concerns on first contact whenever possible.

Key Responsibilities

  • Promptly and professionally respond to incoming queries from students, parents, and staff via phone, WhatsApp, email, and online platforms.
  • Maintain detailed, accurate records of all customer interactions and resolutions in the support system.
  • Provide clear, courteous support to ensure a positive experience for all customers.
  • Act as a key liaison by escalating unresolved issues to the correct department or team member for timely resolution.
  • Strive for first-contact resolution, ensuring customer concerns are addressed efficiently and effectively.

Qualifications and Skills

  • Education: Bachelor's degree in any discipline (mandatory)
  • Experience: 1–2 years in customer support
  • Language Proficiency: Excellent English and Urdu (spoken and written)
  • Tech Skills: Comfortable using WhatsApp, email, Microsoft Office, Zoom, Google Meet and online platforms
  • Soft Skills: Strong communication, patience, empathy, and attention to detail
  • Location: Must be based in Islamabad/Rawalpindi or willing to relocate

Performance Metrics (KPIs)

  • WhatsApp Response Time: First response within 5 minutes
  • Email Response Time: First response within 30 minutes
  • Query Resolution: 80% resolved within 24 hours; complex queries within 48 hours
  • Accuracy of Forwarding: Less than 5% misrouted queries per month
  • Shift Adherence: Maintain 98% punctuality and presence during shifts
  • CSAT Score: Achieve consistently positive feedback from customers

Why Join Us?

  • Competitive salary package based on experience and qualifications.
  • Opportunity to work with a mission-driven educational organization focused on student success.
  • Ongoing training and professional development to build your skills in customer support.
  • Collaborative and supportive team environment.

For more information, visit our website:

www.sourcecode.academy

Job Type: Full-time

Ability to commute/relocate:

  • Rawalpindi: Reliably commute or planning to relocate before starting work (Required)

Education:

  • Bachelor's (Required)

Experience:

  • Customer Care: 1 year (Required)

Language:

  • English (Required)
  • Urdu (Required)

Work Location: In person