Customer Service Representative

This full-time, on-site Customer Service Representative position is based in Lahore and involves managing both inbound and outbound customer communications through phone, email, and chat. The role requires delivering timely, accurate, and courteous responses to customer inquiries while ensuring a positive customer experience. The representative will be responsible for resolving issues, documenting interactions within company systems, and escalating complex cases to the appropriate teams when necessary. Staying informed about company services, adhering to standard operating procedures, and actively contributing to continuous improvement efforts are essential aspects of this role. Collaboration with team members and supervisors to meet performance goals and maintain high service quality is also expected.

Key Responsibilities
- Handle inbound and outbound customer interactions via multiple channels including phone, email, and chat.
- Resolve customer inquiries and issues efficiently and professionally.
- Document all customer interactions accurately in the company’s systems.
- Escalate complex or unresolved cases to the relevant departments.
- Maintain up-to-date knowledge of company products and services.
- Follow established standard operating procedures to ensure consistency and quality.
- Collaborate with colleagues and supervisors to achieve performance targets.
- Contribute to ongoing improvements in customer service processes and overall customer experience.

Required Qualifications
- Proven ability to deliver high-quality customer service and maintain strong customer satisfaction.
- Experience in customer support roles with a focus on enhancing the overall customer experience.
- Strong verbal and written communication skills in English.
- Comfortable using CRM software and basic computer applications.
- Excellent problem-solving skills, patience, and professionalism when handling challenging customer interactions.
- Ability to work on-site in Lahore.
- Minimum education requirement of a high school diploma or equivalent. A college degree in business, communications, or related fields is considered an advantage.

Preferred Qualifications and Benefits
- Prior experience in BPO, call center, or IT-enabled services is preferred but not mandatory.
- Exposure to campaigns related to Black Car or Limousine services is a plus.

This role offers the opportunity to work in a dynamic environment where customer satisfaction is a priority. Candidates who demonstrate strong communication skills, problem-solving abilities, and a commitment to quality service will find this position rewarding.