Call Agent

Wafi Engineering is a dynamic firm specializing in advanced industrial solutions across aerospace, software, infrastructure, and manufacturing sectors. The company’s aerospace division focuses on generative design, carbon composite UAV manufacturing, CFD simulations, and HIL testing compliant with FAA and MIL standards. Its digital division develops full-stack SaaS platforms, custom ERP systems, web applications, and AI data pipelines using modern frameworks and cloud technologies. Additionally, Wafi Infrastructure designs solar-integrated infrastructure, while the manufacturing division produces CNC-machined BLDC motor fans and surgical equipment. This diverse environment offers employees the opportunity to engage with cutting-edge projects spanning multiple specialized verticals.

The Call Agent position at Wafi Engineering is a contract role based in Lahore with a hybrid work model that combines remote and on-site work. The role involves managing inbound and outbound communications with clients, vendors, and internal teams to ensure smooth information flow regarding inquiries, appointments, and project updates. The ideal candidate will be responsible for handling calls professionally, documenting interactions accurately, and supporting operational coordination between departments.

Key Responsibilities

- Manage inbound and outbound calls with clients, vendors, and internal stakeholders, providing clear and accurate information about company services.
- Answer, route, and document calls using CRM systems or call logs, ensuring all details are recorded for follow-up.
- Coordinate with engineering and operations teams to relay messages, schedule meetings, and assist in customer service processes.
- Maintain professional phone etiquette and meet established call volume and response-time targets.
- Follow up on pending issues and contribute to improving communication workflows within the organization.
- Support a hybrid work environment by effectively collaborating with both remote and on-site team members.

Required Qualifications

- Strong verbal and written communication skills, including active listening and clear articulation.
- Excellent customer service abilities, capable of managing inquiries, resolving basic issues, and maintaining a courteous demeanor under pressure.
- Basic computer literacy with experience using call center or office tools such as CRM software, spreadsheets, email, and VoIP/call platforms.
- Good organizational and time-management skills to handle call queues, prioritize follow-ups, and maintain accurate records.
- Ability to work reliably and independently in a hybrid work setting while collaborating effectively with team members.
- Minimum educational requirement of a high school diploma.

Preferred Qualifications

- Previous experience in a call center, customer support, or administrative role is advantageous but not mandatory.
- Familiarity with engineering, technology, or industrial services to facilitate more effective client communication.
- An associate or bachelor’s degree in Business, Communications, or a related field is considered a plus.

This role offers the opportunity to work within a technologically advanced and multidisciplinary environment, gaining exposure to diverse industrial sectors while developing strong communication and coordination skills.