Customer Support Officer

Assist and manage day-to-day operations of the region from the central operations room via Mohafiz portals/ Calls/WhatsApp/Google Sheets & managing on-ground teams, that includes but are not limited to the scrambling and coordination of the on-field staff, monitoring and safety & security of static sites of clients as well as dynamic service portfolio of Mohafiz clients.

Job Responsibilities and Duties:

Establishing priorities based on case urgency, complexity of investigation & available resources

Ensure adherence to company policies and procedures
Timely assigning the cases to the Field Support Officers (FSOs)
Providing all online support to FSO to complete the task given.
Log all the activities of ground team, includes keeping track of their travel
Follow-ups to ensure timely escalations and closure of the cases.
Identifying prevailing trends
End-to-end process ownership for case resolution
Day to Day Management of On-Ground Teams
Day to Day case handling of Client escalations
Client & Customer sentiment management
Operational communication liaison
Quality Control (QC) & Data Sanity
Ensuring operational check list
Accurate logging
Case load management of the ground team
Daily/Weekly/Monthly Reporting
Assisting Ops Room Manager for smooth service delivery

Identification of inefficiencies and loopholes

Monitor progress, address minor issues.
Assist with reporting, data analysis

Qualifications and Skills

Intuitive
Focused
Administrative ability
Effective team player
Tactful, and well presented
Excellent interpersonal skills
Excellent written and verbal communication skills
Capable of performing in high-stress environments
Multi-lingual skills are a plus

Experience Requirement: 2-3 years Prior customer facing role

Education Requirement: Minimum 16 years of education (Bachelor)
Compensation: 60,000 – 70,000 PKR/Gross Month

Skills

Handson Problem Solving Communication Skills Customer Service Skills Bookkeeping Management

Job Details

Industry:

Services

Functional Area:

Client Services & Customer Support

Total Positions:

4 Posts

Job Shift:

Rotating

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Pakistan

Gender:

Male

Minimum Education:

Bachelors

Degree Title:

Minimum 16 years of education (Bachelor)

Career Level:

Experienced Professional

Experience:

2 Years - 3 Years

Apply Before:

Aug 04, 2025

Posting Date:

Jul 03, 2025

RESQ999

Services · 51-100 employees - Islamabad

Mohsyn is a dedicated provider of high-quality personal care services tailored for elderly clients. We believe in creating a compassionate, respectful, and responsive care environment that supports the dignity and well-being of every individual we serve. At Mohsyn, we value human connection and are committed to enhancing the quality of life for seniors through reliable support, companionship, and personalized care solutions.