Customer Service Representative

Travel Souq is seeking a customer-focused Customer Service Representative to support customers from its Rawalpindi office. You will help customers understand travel services, respond to routine questions, and resolve service concerns with care and accuracy. The successful candidate will communicate clearly, maintain reliable records, and coordinate with colleagues to ensure each inquiry receives timely follow-up.

Responsibilities

• Respond to customer inquiries through the company’s available service channels and provide accurate, courteous information.
• Understand customer needs, explain relevant travel-service details, and guide customers through standard service processes.
• Investigate complaints or service issues, take appropriate action, and escalate complex cases to the relevant team.
• Record customer interactions, requests, and outcomes accurately in internal systems.
• Follow up on open inquiries and coordinate with colleagues to keep customers informed.
• Meet service quality and response-time expectations while protecting customer information.

This is an office-based role in Rawalpindi. The representative will contribute to a dependable customer experience through professionalism, patience, and consistent attention to detail.

Strong spoken and written communication, with a courteous and professional manner.

Active listening and the ability to identify customer needs through clear questions.

Patience, empathy, and composure when handling complaints or time-sensitive requests.

Practical problem-solving skills, sound judgment, and willingness to escalate issues appropriately.

Accurate data entry and careful documentation of customer interactions and follow-ups.

Comfort using computers, email, and customer service or ticketing systems; ability to learn new tools quickly.

Good organization, time management, and ability to manage several inquiries in a structured manner.

Teamwork and accountability, including reliable follow-through and respect for customer confidentiality.

Previous customer support experience is an advantage; familiarity with travel services is beneficial.