Customer Support Agent

Job Summary
Growmore IT Solutions, an innovative technology firm located in Faisalabad, is looking to hire a Logistics Support Agent. This role is pivotal in providing real-time support to riders, managing disputes, and ensuring smooth operations from order preparation through to dispatch. The successful candidate will be fluent in Arabic and English, possess excellent communication skills, and demonstrate a strong customer-focused approach. The position requires the ability to work effectively under pressure while maintaining high service standards.

Key Responsibilities
The Logistics Support Agent will be responsible for delivering immediate assistance to riders via live calls, addressing any issues that arise during the preparation and dispatch phases. Handling disputes fairly and efficiently between riders and the company is a core part of the role, requiring thorough investigation and resolution. Clear and timely communication with riders is essential to keep them updated on their concerns.

Accurate documentation of all interactions, disputes, and resolutions within the company’s system is mandatory to support future reference and operational analysis. The agent will work closely with dispatch and operations teams to ensure a seamless rider experience, fostering collaboration across departments. Providing outstanding customer service with empathy, patience, and proactive problem-solving is crucial.

Language proficiency plays a significant role in this position. The agent must use English fluently for communication and leverage Arabic skills to assist Arabic-speaking riders effectively. Additionally, the role involves participating in ongoing training to stay updated on company policies and contributing feedback to improve rider support processes.

Required Qualifications
Candidates must have a minimum of a high school diploma or equivalent. Additional qualifications in customer service or related fields are considered a plus. At least one year of experience in customer support, call center operations, or a similar environment is required.

Fluency in Arabic is mandatory, along with excellent verbal and written communication skills in English. Strong problem-solving abilities and conflict resolution skills are essential, as is the capacity to remain calm and composed under pressure. Familiarity with customer support software and tools is expected. The role requires flexibility to work various shifts, including evenings and weekends.

Preferred Qualifications and Benefits
Experience in logistics or a related industry will be advantageous. Familiarity with Slack as a communication platform is preferred. Previous experience working in a bilingual customer support environment is also beneficial.

Growmore IT Solutions offers a competitive monthly salary ranging from Rs35,000 to Rs50,000, supplemented by commission opportunities. The company fosters a dynamic and supportive work environment that encourages professional growth and development. This is a contract position for 24 months, requiring in-person attendance at the Faisalabad office.

As an equal opportunity employer, Growmore IT Solutions values diversity and inclusion and encourages all qualified candidates to apply. Interested applicants should submit their applications before the deadline on April 23, 2025.