Customer Service Representative

About the role

The Freedom Institute is seeking a full‑time, on‑site Customer Service Representative (CSR) to be the first point of contact for clients and customers. You will handle inquiries via phone, email, chat and other channels, ensuring timely and professional support while representing the company’s values.

Key responsibilities

• Handle inbound customer interactions professionally and courteously across multiple channels.
• Resolve queries and complaints promptly, or escalate complex cases to the appropriate team.
• Maintain accurate records of every interaction and follow‑up until closure.
• Coordinate with internal departments to ensure timely resolution and share feedback for service improvement.
• Meet individual and team performance and quality targets.

Required profile

• Both freshers and experienced candidates are welcome.
• Prior experience in customer support or call centre is a plus but not mandatory.
• Excellent spoken and written English communication skills.
• Strong problem‑solving, active listening and patience.
• Ability to work on‑site in Lahore and maintain punctuality.
• Minimum Intermediate or Bachelor’s degree.

Required skills

• Basic computer skills, including email.
• Proficiency with MS Office.
• Comfort using chat or ticketing tools.

What we offer

• Permanent position after a 3‑month probation period.
• Performance bonuses and annual increments at company discretion.
• Training and professional development opportunities.
• Professional, respectful work environment in DHA Phase 5, Lahore.