Customer Service Representative

SoftVilla Business Solutions is a Lahore-based IT solutions company providing software development, cloud, and digital transformation services across Pakistan. We are hiring a remote Customer Service Representative to be the friendly first point of contact for our clients.
Role Overview
As a Customer Service Representative, you'll be the first point of contact for our customers, handling enquiries and support requests over phone, chat, and email. This is a fully remote role open to Sindh-based candidates, and it's a great fit whether you're a fresh graduate or have up to a year of customer service experience. Full training is provided, so a positive attitude and willingness to learn matter more than a long CV.
Key Responsibilities
Respond to customer enquiries via phone, live chat, and email in a timely, courteous manner
Resolve complaints and troubleshoot issues, escalating complex cases to the right team
Log every interaction accurately in the CRM/ticketing system
Follow up with customers to confirm their issue was fully resolved
Maintain up-to-date knowledge of products, services, and policies
Coordinate with sales, technical, and operations teams to close out customer requests
Meet daily/weekly response-time and satisfaction targets
Share recurring customer feedback with the team to help improve service
Requirements & Qualifications
Intermediate or Bachelor's degree in any discipline (Business, Commerce, or Social Sciences preferred but not required)
Fresh graduates welcome; up to 1 year of customer service or call centre experience is a plus
Based in Sindh, Pakistan; this is a fully remote position
A reliable internet connection and a quiet space to work from home
Comfortable using a computer, email, and basic office software
Skills
Clear, friendly verbal and written communication
Patience and a calm approach when handling frustrated customers
Good listening and problem-solving skills
Ability to multitask across chat, email, and phone queues
Basic computer literacy and comfort learning new software tools
Strong time management for a remote, self-directed role
What We Offer
Fully remote role with flexible working hours
Market-competitive salary based on experience
Clear growth path into senior support or team lead roles

Work arrangement
Yes