Customer Support Representative (CSR - Helpline)

We are looking for Customer Support Representative (CSR - Helpline)

Employment Type :

Full Time Positions :

2 Job Description

Join Source Code Academia’s Customer Support team as a

CSR (Helpline)

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 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. Apply Now

Ready to take the next step? Apply now and seize the opportunity to join our team by submitting your application below.

#J-18808-Ljbffr