Posted Sep 25, 2026 20 views
We are seeking a dedicated Customer Service Representative to manage both inbound and outbound customer communications. The ideal candidate will handle customer inquiries related to products, orders, deliveries, returns, exchanges, and complaints with professionalism and efficiency. This role requires maintaining a positive customer experience while resolving issues promptly and accurately documenting all interactions in the CRM system. The position involves close coordination with various departments such as Sales, Logistics, and Warehouse to ensure customer concerns are addressed effectively. Meeting key performance indicators related to call volume, response time, quality, and customer satisfaction is essential.
Key Responsibilities
- Professionally manage inbound and outbound customer calls.
- Respond promptly to customer queries about products, orders, deliveries, returns, exchanges, and complaints.
- Resolve customer issues efficiently while maintaining a positive experience.
- Conduct outbound calls for order confirmation, follow-ups, feedback collection, and customer verification.
- Accurately record customer interactions, complaints, and resolutions in the CRM or relevant system.
- Follow up on pending customer issues to ensure timely resolution.
- Collaborate with Sales, Logistics, Warehouse, and other departments to resolve customer concerns.
- Achieve assigned KPIs, including call volume, response time, quality, and customer satisfaction.
- Escalate complex or unresolved complaints to supervisors as necessary.
- Maintain professional call etiquette and adhere to approved call scripts and service standards.
Required Qualifications
- 1 to 3 years of experience in a Call Centre, Customer Service, Contact Centre, or Customer Support role.
- Excellent verbal communication skills in both English and Urdu.
- Strong listening, problem-solving, and complaint-handling abilities.
- Basic computer literacy and familiarity with CRM or customer management systems.
- Ability to work effectively under pressure and manage high call volumes.
- Customer-focused mindset with an energetic and professional attitude.
Preferred Qualifications and Benefits
- Experience in retail or e-commerce call centres is preferred.
- The position offers a starting salary from Rs40,000 per month.
- This is an in-person role requiring attendance at the designated work location.
This opportunity is ideal for candidates who thrive in a fast-paced environment and are committed to delivering exceptional customer service. If you meet the qualifications and are eager to contribute to a dynamic team, we encourage you to apply.
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Efrotech Services
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