Customer Support / Chat Support Associate

Customer Support / Chat Support Associate

Job Type
Full-Time, (Hybrid - Flexible)

Location
PECHS Block 3, Karachi

Working Hours
11:00 PM – 8:00 AM (Monday – Friday)

About the Role

Techilvy Recruitment is hiring on behalf of one of its clients for the position of Customer Support / Chat Support Associate.

We're looking for someone who genuinely enjoys helping people and excels at written communication. This role is primarily focused on managing customer conversations across live chat, Meta (Facebook & Instagram), email, and other digital channels while delivering a fast, friendly, and professional customer experience.

Key Responsibilities

• Respond to customer inquiries through Live Chat, Facebook, Instagram, and other digital channels.
• Provide accurate, timely, and professional support to customers.
• Resolve customer concerns while maintaining a positive customer experience.
• Escalate complex issues to the relevant teams when required.
• Maintain accurate records of customer interactions within the CRM.
• Follow established customer support processes and SOPs.
• Meet response time and customer satisfaction targets.
• Identify recurring customer issues and suggest process improvements.

What We're Looking For

• Exceptional written English communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle multiple conversations simultaneously.
• High emotional intelligence, patience, and empathy.
• Excellent attention to detail.
• Strong organizational and time management skills.
• Ability to remain calm under pressure.
• A positive, customer-first mindset.

Preferred Experience

• 1–3 years of experience in Customer Support, Live Chat Support, Customer Service, or Community Management.
• Experience handling customer inquiries through Meta (Facebook & Instagram), Live Chat, Intercom, Zendesk, Gorgias, Freshdesk, or similar platforms.
• Experience working with international customers is a plus.

Qualifications

• Bachelor's degree is preferred but not mandatory.
• Fresh graduates with exceptional communication skills are encouraged to apply.

What Success Looks Like

• Fast and accurate response times.
• High customer satisfaction ratings.
• Effective resolution of customer queries.
• Professional and empathetic communication across all channels.
• Positive customer experiences that strengthen brand loyalty.

If you're someone who enjoys helping people, communicates exceptionally well in writing, and thrives in a fast-paced customer-facing environment, we'd love to hear from you.

Application Question(s):

• Please fill out the mandatory application form below. Once we've reviewed your submission, we'll get back to you with the next steps.

https://form.jotform.com/261815771758065

Once you've completed the form, please reply with Yes.

Work Location: In person