Customer Service Representative

About the role

Capital Smart City is seeking a full‑time Customer Service Representative to join its office in Rawalpindi. The role involves handling customer inquiries about housing projects through phone, email and in‑person interactions, ensuring accurate information and a positive experience.

Key responsibilities

• Respond to customer inquiries via phone, email and in person, providing accurate information about housing projects, booking procedures and related services.
• Handle complaints, resolve issues and escalate complex cases to the appropriate teams while ensuring timely follow‑up.
• Maintain detailed records of customer interactions and update internal databases.
• Support sales and operations with customer‑related documentation.
• Guide visitors at the office and coordinate with internal departments to improve service processes.
• Contribute to a positive and professional customer experience.

Required profile

• Proven experience in customer‑facing roles such as Customer Service or Customer Support.
• Demonstrated ability to maintain high customer satisfaction and deliver a strong overall experience.
• Excellent communication, active listening and problem‑solving skills, with a calm and professional demeanor under pressure.
• Strong organizational skills, attention to detail and ability to handle multiple inquiries and tasks simultaneously.
• Ability to work on‑site in Rawalpindi and collaborate effectively with cross‑functional teams.
• Minimum of a high school diploma; a diploma or degree in Business, Communications or a related field is an advantage.
• Prior experience in real estate, housing projects or property development is a plus.

Required skills

• Customer service software
• CRM tools
• Email applications
• Office productivity applications