170+ Duties of Email & Chat Support Representative Jobs in Karachi 2025 – Apply Online
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170+ Duties of Email & Chat Support Representative Jobs in Karachi 2025 – Apply Online

In a big and busy city like Karachi, looking for a job can feel like running a race. Everyone wants good pay, job safety, and a role that gives respect. What if you find a job that gives you all of this and also connects you to the global industry? This is what email and chat support jobs in Karachi 2025 are doing for many young people today.

The world of customer support jobs Karachi has grown a lot. It is not only about sitting in a call center and answering phones. Now, customer support is a modern field where your writing skills and clear communication are the most important tools.

This article is your full guide. It will show you what these jobs are, what duties they have, what skills you need, and also some tips to help you get your dream job in the fast-growing BPO (Business Process Outsourcing) sector of Karachi.

The New Frontier of Customer Service

The Digital Transformation of Support: What’s Different in 2025?

Customer service today is very different from the past. Before, it was only about answering phone calls. But now, it is about giving smooth and quick help on many channels like email, chat, and apps.

With the rise of online shopping, digital banking, and SaaS (software-as-a-service), companies need workers who can write clearly and answer fast. This is why email and chat jobs are now more popular than voice jobs.

In 2025, businesses in Pakistan are looking for people who can manage customers online. This shift has created a big demand for email support specialists and chat support agents. These jobs are a great chance for fresh graduates in Karachi and also for people with intermediate education. You do not always need long experience to start this career.

Beyond the Inbox: The Evolving Role of Email & Chat Support

Before, support jobs were only reactive. This means you only answered when a customer asked a question. But today, the role is proactive. Now, customer service representatives are expected to understand customer needs early and even solve problems before they happen.

This change makes the role more interesting. You are not only answering questions, but also troubleshooting technical issues, handling complaints, giving feedback to your company, and sometimes even helping improve the product.

So, an email or chat support job is not boring. It is a mix of problem-solving, communication, and customer care — all done digitally.

The Core 170+ Duties: A Master List of Responsibilities

The duties of an email and chat support worker are many. No one will do all 170+ duties every day, but this list shows you how wide the role can be. Here are some of the most common tasks:

  • Handling Customer Inquiries: Answering questions about products, services, company policies, or pricing.
  • Order and Billing Support: Helping customers place orders, track their deliveries, and fix billing issues.
  • Technical Support: Giving step-by-step help for simple software or hardware problems.
  • Account Management: Helping customers reset passwords, change account settings, or update profiles.
  • Complaint Resolution: Calming angry customers, listening to their problems, and finding solutions.
  • Customer Feedback Collection: Recording customer opinions and sending them to product or marketing teams.
  • Proactive Engagement: Contacting customers first, checking if they are satisfied, or giving updates about their issues.

Also Read: 150+ Duties of Documentation Coordinator Jobs 2025 Sialkot — KOTSTEEL Pvt Ltd

The duties continue from creating return labels, sending links, giving product suggestions, to handling several chats at the same time.

This variety is why email and chat support jobs Karachi 2025 are exciting. You will never feel stuck in a routine because every customer and every problem is different.

Mastering the Art of Digital Communication

Crafting the Perfect Email Response: Speed, Clarity, and Tone

When you work in email support, every message you write is important. The customer cannot hear your voice, so your words show your professionalism.

A good email should:

  • Be quick and on time.
  • Be clear and simple to understand.
  • Have the right tone: polite, friendly, and professional.

To do this, you need strong English writing skills, attention to detail, and the ability to answer all parts of the customer’s question. If you can do this, your emails will leave a positive impact.

The Real-Time Realm of Live Chat: Juggling Multiple Conversations with Finesse

Live chat is one of the fastest areas of customer service. As a chat support agent, you may need to handle 3 to 5 conversations at the same time.

This job needs:

  • Fast typing skills.
  • Strong multitasking.
  • Quick problem-solving.

You must be able to switch between different customer issues without getting confused. You also need to copy and paste information, share links, and answer instantly. A good chat agent always stays calm and focused even with pressure.

The Art of De-escalation: Turning a Customer Complaint into a Positive Experience

In customer support, you will often meet angry or upset customers. This is where your handling skills matter most.

De-escalation means turning a bad situation into a good one. You can do this by:

  • Listening to the customer carefully.
  • Accepting their frustration and showing empathy.
  • Offering a clear and quick solution.

If you can manage this, you will not only solve the problem but also make the customer loyal to the company. This is one of the most powerful skills in customer support.

Troubleshooting and Technical Triumphs

Becoming a Product Guru: Deep-Dive Knowledge and Expertise

In technical support jobs, your work is not only to be polite but also to know the product well. You must learn about the product or service deeply, so you can answer detailed questions.

This means you should:

  • Learn the product features.
  • Know common bugs or issues.
  • Be ready to guide customers step by step.

The more you know, the more helpful you become to both customers and your team.

The First-Line of Defense for Common Technical Glitches

As the first contact person, you are like the gatekeeper for all technical problems. Many issues are small and can be fixed quickly.

With computer skills and basic troubleshooting steps, you can solve many problems on your own. This saves time for the senior staff and keeps customers happy because their problem is solved quickly.

Escalating with Precision: Knowing When to Call for Backup

Not every problem can be solved by you. Some issues are too complex, involve sensitive data, or need advanced technical skills. In such cases, you must know when to escalate.

Escalating means passing the issue to a senior support agent, technical team, or developer. A smart representative knows when to keep working and when to ask for backup. This helps solve the problem faster and keeps the customer’s trust.

Email & Chat Support Representative Jobs in Karachi 2025

Job TypeJob Location
Email Support JobKarachi, Night Shift
Chat Support JobKarachi, Day Shift
Customer Service JobKarachi, Full Time
Data Entry JobKarachi, Part Time
Work From Home JobKarachi, Remote
Official WebsiteApply Online Through

Administrative Duties and Performance Metrics

The Daily Grind: Managing Tickets and CRM Systems

In this job, most of your time is spent with tickets and chat messages. A ticket is like a small task from a customer. It shows their problem or question. Your duty is to read it, understand it, and fix it.

To do this, you use a tool called CRM (Customer Relationship Management). The CRM is like a big notebook on the computer. In this system, you write down every customer’s details, what they ask, and what you do for them. You also update the ticket when you finish.

Knowing how to use CRM is very important for BPO jobs Karachi. Without this skill, you cannot do the work. At the start, it may look hard. But after practice, it becomes easy.

Some tickets are simple. For example, a customer forgot their password. Other tickets are harder, like when a customer has a money problem or a complaint. Your job is to stay calm and help them step by step.

Also Read: 140+ Duties of Cold Caller Jobs 2025 in Faisalabad — Sky Infinit

Analyzing the Data: Your Role in Performance Reporting

Every ticket and chat is not only a job. It also becomes part of company data. This data helps the manager see how well the team works.

When you close a ticket, you must tag it correctly and write notes. If you make a mistake here, the data will be wrong.

This data shows things like:

  • How fast you answer customers.
  • How long you take to solve a problem.
  • If the customer is happy with your help.

The company calls these things KPIs (Key Performance Indicators). These are numbers that show performance. Some common KPIs are average handle time, first contact resolution, and customer satisfaction score (CSAT).

If you do your tickets and chats properly, you help the company get good results.

Hitting the Target: Meeting and Exceeding Key Performance Indicators (KPIs)

Your success is checked with KPIs. These are goals you must reach. Some examples:

  • Keep customers happy with your service.
  • Handle many tickets in one day.
  • Answer quickly and fix problems on time.

If you meet these goals, you are doing well. If you go beyond the goals, you may get rewards or a promotion. Good workers often become team leads or quality check staff.

It is not always easy. Some days, customers may be angry. Some problems may be very hard. But if you are calm, polite, and patient, you can still reach your targets.

Why Karachi is the Global Hub for Email & Chat Support

A Look at the Thriving BPO Industry in Karachi

Pakistan’s BPO industry is growing fast. Karachi is the main city for this work. Many young people here speak English and want to join the professional world.

The Pakistan Software Export Board (PSEB) says IT and BPO exports are rising every year. The plan is to reach billions of dollars. This growth is making thousands of new jobs. By 2025, Karachi will have many email and chat support jobs.

For people looking for work, this is very good. It means more jobs and more chances to build a career.

The City’s Competitive Edge: Talent, Infrastructure, and Growth

Karachi has many strong points:

  • Workers are skilled but still affordable.
  • The city has a big pool of talent.
  • IT systems and internet are getting better.

Because of this, many big companies are coming to Karachi. Local companies are also growing fast.

For people who want unskilled jobs in Karachi, this is a big chance. You can start small and then grow step by step. Many people begin as support staff and later become managers.

Understanding the Local Market: Serving International and Domestic Clients

Many jobs in Karachi are for international clients. This means working at night to match US or European time. Night shift jobs Karachi usually pay more and give extra benefits.

But there are also jobs for local clients. E-commerce shops and tech startups in Karachi also need support teams. These jobs are usually in the day. Some are part-time jobs Karachi, while others are full-time jobs Karachi.

Work from home jobs Karachi are also growing. Some companies follow a hybrid model, where you work some days at home and some days at the office.

So, no matter what you want—day shift, night shift, part-time, or work from home—you can find something in Karachi.

Your Pathway to Success: How to Apply

Crafting a Standout Resume for Karachi’s Top Employers

Your resume is very important. It is the first thing the company sees. For email and chat support, your resume must show:

  • Good English writing skills.
  • Computer skills.
  • Any past work in customer service or data entry.

If you have no job experience, that is okay. You can still write about school projects, teamwork, or problem-solving skills. Employers want people who can learn fast and work well with others.

Keep your resume simple. Use short points, not long stories. Make it easy to read.

Nailing the Interview: Acing the Technical and Behavioral Rounds

The interview has two main parts.

First is a test. This test checks how fast you type and how well you write English. You can practice typing online to get ready.

Second is the behavioral interview. Here, the interviewer asks how you handle customers. They may ask questions like:

  • What do you do if a customer is angry?
  • How do you solve a problem if you don’t know the answer?

You must show that you stay calm and polite. Share real examples from your life where you solved problems or handled stress. This shows you can do the job.

Also Read: 120+ Duties of Pakistan Digital Authority Jobs 2025 — Pakistan Digital Authority (PDA)

Beyond the Job Posting: Finding Unlisted Opportunities

Not all jobs are shown on job boards. Many big companies in Karachi post jobs only on their own websites or LinkedIn.

Some top companies are:

  • ibex
  • Systems Limited
  • Palton

You should check their career pages often. Also, use LinkedIn to connect with people in the industry.

The job market is very active. New roles come every week. If you keep looking, you will find good chances.

Conclusion: Your Career Awaits in Karachi’s Digital Frontier

The world of work is changing. In Karachi, email and chat support jobs are one of the best ways to start a career. By 2025, these jobs will be even more in demand.

These jobs are great for fresh graduates and also for people who want to change careers. The industry gives you training, growth, and job security. You can start small and rise to higher roles with hard work.

To succeed, remember these steps:

  • Learn how to use CRM and manage tickets.
  • Improve English writing and typing speed.
  • Always aim to meet KPIs.
  • Make a simple but strong resume.
  • Prepare well for interviews.

Karachi has many opportunities. If you prepare and take the right steps, you can build a bright future.

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