Customer Support Representative

About the role

Tajir is transforming how stores acquire inventory, offering an app for on-demand delivery and a wide product selection. This role involves directly assisting our store partners, ensuring they have a smooth experience using our platform. You will be a key point of contact, helping stores save time and grow their businesses. The successful candidate will manage the entire lifecycle of the customer journey from initial inquiry to resolution. You will act as the voice of the company, translating complex platform features into simple solutions for busy store owners. This position requires a high level of ownership over each ticket and a commitment to maintaining service standards. You will be responsible for building trust with partners by providing consistent and reliable support. Your daily work will directly impact partner satisfaction and the overall health of the Tajir ecosystem.

Key facts

What you'll do

• Field incoming customer inquiries via phone calls and text messages, documenting each interaction with precision.
• Diagnose the root cause of issues reported by store partners and guide them through systematic troubleshooting steps.
• Analyze support data to identify recurring themes and propose actionable process improvements to the operations team.
• Collaborate cross-functionally with technical and logistics departments to resolve escalated cases within defined service levels.
• Maintain detailed records of all customer interactions, ensuring compliance with company documentation standards.
• Proactively reach out to partners to gather feedback on resolved issues and confirm long-term satisfaction.
• Develop knowledge base articles that empower store partners to find solutions independently for common obstacles.
• Monitor platform performance indicators to anticipate potential disruptions and notify customers of ongoing impacts.
• Prioritize incoming requests based on urgency and business impact, managing multiple threads of communication simultaneously.
• Serve as the primary liaison between Tajir and its store network, ensuring all communications are clear and professional.
• Track resolution times and customer satisfaction scores to drive personal performance improvements over time.
• Adapt communication style to suit different partner profiles, balancing technical detail with practical business advice.
• Escalate critical issues to senior staff when necessary, ensuring continuity of care for high-value store relationships.
• Contribute to special projects aimed at improving the overall partner experience within the Tajir mobile application.

Requirements

• Possess zero to two years of professional experience in customer service or a closely related field.
• Have completed a minimum of twelve years of formal education prior to application.
• Identify as male, as this role requires specific on-site presence in Lahore.
• Demonstrate exceptional verbal and written communication skills specifically in the Urdu language.
• Maintain residency within the city of Lahore to ensure reliable response times during support hours.
• Show a strong commitment to delivering high-quality service despite high-volume scenarios.
• Exhibit integrity and professionalism when handling confidential partner information.
• Be available to work during standard business hours as dictated by the Lahore timezone.

Skills & tools

• Fluent spoken and written Urdu language proficiency for effective partner communication.
• Basic computer literacy to navigate web-based support tools and documentation systems.
• Ability to learn the Tajir app interface quickly without extensive technical background.
• Strong listening skills to accurately interpret customer needs during phone conversations.
• Patience and empathy to handle frustrated store owners seeking immediate assistance.
• Organizational skills to manage multiple support tickets and follow-up actions.
• Willingness to follow standard procedures while seeking creative solutions to partner problems.

Practical notes

This is a full-time on-site position requiring physical presence in Lahore. Candidates must be available during standard business hours. No remote work or flexible scheduling is available for this role at this time. Travel is not required for this position as all work is conducted from the primary office location. There are no specific visa sponsorship arrangements available for this role. Applicants must already possess the right to work in Pakistan. The hiring process will move forward based on the availability of the successful candidate to start within the required timeframe.