Customer Service Agent

Key Responsibilities

• Handle inbound and outbound customer calls professionally.
• Respond to customer queries regarding products, orders, deliveries, returns, exchanges, and complaints.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Make outbound calls for order confirmation, follow-ups, feedback, and customer verification.
• Accurately record customer interactions, complaints, and resolutions in the CRM/system.
• Follow up on pending customer issues and ensure timely resolution.
• Coordinate with Sales, Logistics, Warehouse, and other departments to resolve customer concerns.
• Meet assigned call volume, response time, quality, and customer satisfaction KPIs.
• Escalate complex or unresolved complaints to the relevant supervisor.
• Maintain professional call etiquette and follow approved call scripts and service standards.

Requirements

• 1–3 years of experience in Call Centre, Customer Service, Contact Centre, or Customer Support.
• Retail or e-commerce call centre experience will be preferred.
• Excellent verbal communication skills in English and Urdu.
• Strong listening, problem-solving, and complaint-handling skills.
• Basic computer and CRM/system knowledge.
• Ability to work under pressure and handle high call volumes.
• Customer-focused, energetic, and professional attitude.

Pay: From Rs40,000.00 per month

Work Location: In person