Job Vacancy Lahore, Punjab Position Email and Chat Support Representative at Planlab Solutions

Planlab Solutions is currently hiring for the role of Email and Chat Support Representative located in Lahore. This position is Full-time.

We seek candidates with strong abilities and beginners/seniors experience. Our company values integrity, discipline, and accountability in our team members.

As a company in the (according to the company) sector, Planlab Solutions invites interested applicants to submit their applications.

Job Information

Company:	Planlab Solutions
Position:	Email and Chat Support Representative
City:	Lahore, Punjab
Province:	Punjab
Education:	Confidential
Salary:	PKR 40.000 - PKR 55.000 per Month
Job Type:	Full-time

Job Description

Please read this job description carefully before applying.

Location: Lahore (On-site)

Employment Type: Full-time

Open Positions

• 4 – Afternoon Shift (9 hours)
• 4 – Night Shift (9 hours)

About the Role

PlanLab Solutions is looking for a professional and detail-oriented Email & Live Chat Support Representative to join our growing support team. This role is strictly focused on handling customer queries via email and live chat in a process-driven, SLA-based support environment.

The ideal candidate has at least 1 year of experience in customer support, strong written English skills, and hands-on experience with CRM and ticketing tools. You will be responsible for delivering timely, accurate, and empathetic support to our international clients, ensuring all interactions meet defined Service Level Agreements (SLAs) and quality standards.

Key Responsibilities

• Handle customer inquiries professionally via email and live chat, ensuring adherence to defined SLAs (response time, resolution time, and quality standards).
• Analyze customer issues, provide clear and effective solutions, and follow up to ensure complete resolution and customer satisfaction.
• Accurately document all customer interactions, actions taken, and outcomes within the CRM or ticketing system.
• Provide product-related information, troubleshooting support, and basic technical guidance when required.
• Prioritize and manage multiple tickets simultaneously while maintaining accuracy and professionalism.
• Stay up to date with company products, workflows, policies, and support procedures.
• Collaborate with internal teams to escalate issues, improve response quality, and enhance customer experience.
• Maintain a consistent, customer-focused tone aligned with company standards and international support expectations.

Requirements

• Minimum 1 year of experience in an email support, chat support, or customer service environment.
• Hands-on experience with CRM and ticketing tools such as Zendesk, Tidio, Gorgias, or similar platforms.
• Excellent written English communication skills with strong attention to tone, clarity, and accuracy.
• Strong customer service mindset with the ability to remain calm, professional, and empathetic.
• Proven ability to work in SLA-driven or process-oriented support environments.
• Good problem-solving, time management, and multitasking skills.
• Proficiency in MS Office and Excel.
• Ability to work independently as well as collaboratively within a team.
• Flexibility to work afternoon shifts, weekends, and holidays as required.
• High school diploma or equivalent (additional education is a plus).

Preferred Experience

• Prior experience in Email Support, Live Chat Support, Helpdesk, Service Desk, or Administrative Support roles.
• Strong familiarity with CRM platforms and ticket workflows.
• Experience handling international customers and meeting strict response and resolution timelines.

Why Join Us?

• No sales or commission pressure — focus purely on quality customer support.
• Structured, professional, and supportive work environment.
• Opportunity to work with international clients and strengthen your communication and technical support skills.

How to Apply

Please submit your resume and a cover letter highlighting your relevant experience, tools you’ve worked with (e.g., Zendesk, Tidio, Gorgias), and your strengths in customer communication and problem-solving. Only shortlisted candidates will be contacted for an interview.

Job Type: Full-time

Pay: Rs40,00.00 – Rs55,00.00 per month

Application Question(s):

• What is your current Salary?
• What is your expected salary?
• Can you write professional emails and do live chat?
• What is your English proficiency level between (1 to 10)?
• Are you comfortable with outbound calls?

Work Location: In person

Benefit

• Collaborative work environment
• Professional training
• Opportunities for promotion
• Access to the latest technology
• Skill development
• Recognition and performance awards
• Professional networking opportunities
• Valuable work experience
• Opportunities to contribute to business growth
• Work-life balance

Requirements

• Physically and Mentally Healthy
• Minimum Age of 18 Years
• No Criminal Record
• Experience in the Related Field (Preferred)
• Good Communication Skills
• Minimum Education of High School Diploma
• Able to Work in a Team
• Able to Work Under Pressure
• Willing to Be Placed in the Designated Work Location

Company Address

Province	Punjab
City	Lahore
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