Customer Support Representative - Fleet Card Services

About the role

Phi Consulting, which works with fintech clients, is looking for a detail-oriented, customer-focused Customer Support Representative for its fleet card services business. The role delivers support through multi-channel platforms (voice and non-voice) and aims for a high level of customer satisfaction. It is an on-site position at the company's campus in Gulberg Greens, Islamabad, starting October 2026.

Key responsibilities

• Resolve customer inquiries quickly and effectively, aiming for first contact resolution (FCR).
• Prioritize customer satisfaction by providing a high level of service.
• Handle queries by phone, email and live chat, keeping service quality consistent across voice and non-voice channels.
• Monitor and meet predefined SLAs for timely responses and resolutions.
• Use CRM tools (e.g. Salesforce, Zendesk) to log, track and manage customer interactions accurately.
• Escalate complex issues to higher-level support or management with a smooth handoff.
• Maintain knowledge of fleet card services, products and policies.
• Collect and report customer feedback to improve services and support processes.

Required profile

• 1-2 years of experience in customer support, preferably in fleet card, financial services or a similar industry.
• Bachelor's degree in Business, Communication or a related field is a plus.
• Experience in fleet card, fuel services or fintech, and familiarity with SLAs and KPI-driven environments, are preferred.
• Customer-first mindset and the ability to stay calm under pressure.

Required skills

• Proven ability to achieve first-contact resolution and high customer satisfaction.
• Multi-channel support (voice and non-voice) and CRM tools such as Zendesk or Salesforce.
• Excellent verbal and written communication and strong organization and time management.

What we offer

• Competitive salary and benefits.
• Training and development opportunities.
• Career growth opportunities within a dynamic team.
• A collaborative and supportive work environment.