Chat Support Representative

About the role

A company based in Lahore is hiring two proactive, customer-focused Customer Support Representatives. As the first point of contact for customers, you will handle inquiries, intake bookings and general support through live chat, email and phone, helping customers use the online travel, itinerary planning and booking platform. The role suits a patient, professional communicator who can multitask and deliver a seamless customer experience.

Key responsibilities

• Manage inbound customer inquiries professionally through live chat, email and phone, covering complaints, booking requests, reservations, follow-ups and general queries.
• Assist customers with travel bookings, itinerary planning and platform-related concerns.
• Maintain a professional, empathetic and courteous approach while following service quality standards.
• Identify customer needs, troubleshoot platform issues and provide timely solutions in line with company policies.
• Escalate complex technical or operational issues to internal teams and follow up promptly.
• Navigate multiple software applications, including CRM systems, booking platforms and knowledge bases.
• Keep accurate records of customer interactions, complaints and resolutions.
• Meet individual and team targets for CSAT, NPS, response time and average handling time.

Required profile

• Strong verbal and written English communication skills.
• Minimum intermediate qualification; a bachelor's degree is preferred.
• At least 6 months to 1 year of experience in a customer-facing or customer support role, preferably in travel, hospitality or services.