Jr. Inbound Customer Support Representative

Job Title: Customer Support Officer – Inbound

Location: Islamabad, I-9/2
Company: Hakeem Easy Finance
Employment Type: Full-Time, On-Site

About Us

Hakeem Easy Finance is a growing fintech company committed to providing seamless and accessible financial solutions to our customers. We strive to deliver exceptional customer service while building trust and ensuring a smooth customer experience.

Role Overview

We are looking for a Customer Support Officer – Inbound to handle incoming customer calls and assist customers through chat and email. The ideal candidate should be professional, patient, and solution-oriented, with strong communication skills and the ability to understand and resolve customer concerns effectively.

Key Responsibilities

• Handle inbound customer calls and provide accurate, timely, and professional assistance.
• Respond to customer queries through calls, chat, and email.
• Assist customers with account, product, service, payment, and general inquiries.
• Understand customer concerns and provide appropriate solutions within company policies and procedures.
• Handle customer complaints professionally and ensure proper resolution or escalation.
• Verify and maintain customer information in accordance with company procedures.
• Accurately document customer interactions, complaints, and resolutions in the relevant systems.
• Escalate complex or unresolved issues to the appropriate department while maintaining ownership until proper handover.
• Maintain a high standard of customer service, call quality, and professionalism.
• Follow defined processes, scripts, compliance requirements, and service standards.
• Contribute to improving customer support processes and the internal knowledge base.
• Maintain confidentiality of customer and financial information.

Requirements

• Minimum Bachelor's degree; candidates with Intermediate education and relevant customer support experience may also be considered.
• Excellent verbal and written communication skills in English and Urdu.
• Strong listening, interpersonal, and problem-solving skills.
• Customer-focused attitude with patience and professionalism.
• Basic knowledge of MS Office and customer support systems.
• Ability to handle multiple customer queries and tasks efficiently.
• Ability to remain calm and professional while handling difficult customers or complaints.
• Prior experience in inbound customer support, call center, or customer service is an advantage but not mandatory.
• Willingness to work in an on-site call center environment.

Application Question(s):

• Where are you currently residing?
• What is your age?
• What is your education?
• Do you have previous experience in Customer Support?

Work Location: In person