Senior Customer Service Agent

Company Description Compass Training & Consultancy (Pvt.) Ltd. is a Lahore-based professional services firm that delivers high-quality training and consultancy solutions to individuals and organizations across industries. The company focuses on strengthening capabilities, improving performance, and supporting long-term growth through practical, results-driven engagements. Its services cover areas such as leadership development, communication, project management, strategic planning, process optimization, and change management. Compass Training & Consultancy takes a collaborative and ethical approach, working closely with clients to understand objectives, identify gaps, and design tailored solutions. Guided by a commitment to excellence, integrity, and continuous improvement, the firm serves as a trusted partner for organizations and professionals seeking sustainable progress and meaningful outcomes.

Role Description The Senior Customer Service Agent is a full-time, on-site role based in Lahore, responsible for overseeing and delivering high-quality customer support to clients and participants. This position manages complex inquiries, resolves escalated issues, and ensures a consistent, positive customer experience across training and consultancy engagements. Daily tasks include responding to customer requests via phone, email, and in-person interactions, tracking and documenting service cases, and monitoring customer satisfaction metrics. The Senior Customer Service Agent collaborates with internal teams to improve service processes, provide feedback on client needs, and support continuous enhancement of customer service standards. The role may also involve mentoring junior customer service staff and contributing to the development of best practices and service guidelines.

Qualifications

• Strong customer-facing skills, including Customer Service and Customer Support, with the ability to manage complex inquiries and escalations.
• Experience enhancing Customer Experience and Customer Satisfaction, with a focus on relationship-building and long-term client engagement.
• Background working with or leading Customer Service Representatives, including coaching, guidance, and performance feedback.
• Excellent communication skills in English and Urdu, both written and verbal, with clear, professional, and empathetic interaction style.
• Proven ability to work on-site in a fast-paced environment, prioritize tasks, and maintain accuracy and attention to detail.
• Strong problem-solving and analytical skills, with the capacity to use data and feedback to improve service processes.
• Comfort with using CRM or customer support tools and basic office software (e.g., email, spreadsheets, documentation tools).
• Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience in customer service.
• Prior experience in professional services, training, consultancy, or related sectors is an advantage.