Posted Oct 19, 2026 11 views
Our client, Al Ghurair Group, is seeking a dedicated Customer Service Call Center Agent based in Islamabad. In this role, you will be instrumental in enhancing the overall customer experience by effectively managing inbound and outbound calls. Your primary focus will be on providing accurate information, resolving inquiries promptly, and maintaining professionalism and patience throughout all interactions. The position operates within a fast-paced environment that demands strong communication skills in both spoken and written English, along with the ability to consistently meet performance targets such as call quality, average handling time, and customer satisfaction.
As a Call Center Agent, you will work collaboratively within the team, although you will not have direct managerial responsibilities. The role requires maintaining composure when handling challenging or upset customers, utilizing CRM software efficiently for data entry, and adapting to flexible shift schedules, including nights and weekends. Your clear communication, attention to detail, and problem-solving skills will be key to delivering exceptional service and supporting the company’s commitment to customer satisfaction.
Key Responsibilities
- Handle inbound and outbound customer calls professionally, ensuring positive communication and effective problem resolution.
- Use CRM software to accurately log customer interactions, update records, and manage follow-up actions.
- Demonstrate active listening to understand customer needs and provide appropriate solutions or escalate issues when necessary.
- Maintain composure and patience when dealing with upset or difficult customers to ensure a positive caller experience.
- Meet or exceed performance targets, including call quality, average handling time, and customer satisfaction scores.
- Follow company policies and procedures while adhering to quality standards and compliance requirements.
- Process customer requests, complaints, and inquiries efficiently to achieve timely and accurate resolution.
- Work flexible shifts, including nights, weekends, and holidays, to support business needs.
- Communicate clearly and professionally both verbally and in writing to provide accurate information.
- Participate in training and development programs to enhance skills, product knowledge, and service delivery.
- Collaborate with team members and supervisors to share information and contribute to team goals.
- Manage multiple tasks effectively in a fast-paced environment while maintaining attention to detail.
Required Qualifications
- Excellent spoken and written English communication skills.
- Proven ability to handle inbound and outbound calls in a customer service environment.
- Strong active listening and problem-solving abilities.
- Experience using CRM software for data entry and customer interaction management.
- Ability to maintain composure and professionalism under pressure.
- Flexibility to work various shifts, including nights, weekends, and holidays.
- Attention to detail and ability to multitask in a dynamic setting.
Preferred Qualifications and Benefits
While specific preferred qualifications and benefits are not detailed, candidates with prior experience in a call center environment and a customer-focused attitude will be highly valued. The role offers an opportunity to work with a reputable organization known for its commitment to employee development and customer satisfaction.
This position is ideal for individuals who thrive in a fast-paced, team-oriented environment and are eager to contribute to delivering excellent customer service.
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