Customer Service Representative

Leaders BPO, a key division of Leaders Enterprise in Pakistan, is dedicated to creating opportunities through business, education, and skills development. As the flagship venture, Leaders BPO specializes in delivering customer engagement, lead generation, and live-transfer services for international clients. The company leverages trained Pakistani talent and performance-driven operations to provide high-quality service. Beyond BPO services, the wider group invests in initiatives such as quality education for underprivileged children, career-focused skills training, global e-commerce for Pakistani products, and AI-driven technology solutions. These efforts collectively support individual growth and contribute to Pakistan’s economic development.

We are currently seeking a full-time, on-site Customer Service Representative based in Rawalpindi. This role involves managing inbound and outbound customer interactions through phone, email, and chat channels. The successful candidate will provide clear and accurate information, resolve inquiries professionally, and maintain high standards of customer service. Working closely with international clients, the representative will be expected to meet performance and quality targets while collaborating with team members and supervisors to enhance the overall customer experience.

Key Responsibilities
- Handle inbound and outbound customer communications via phone, email, and chat.
- Provide accurate information and resolve customer inquiries efficiently and professionally.
- Update and maintain customer account information in the CRM system.
- Document all customer interactions following established procedures to ensure quality service.
- Collaborate with team members and supervisors to improve customer service processes and outcomes.
- Participate actively in training sessions and contribute feedback to refine scripts and workflows.
- Meet or exceed performance and quality targets set by international clients.

Required Qualifications
- Proven skills in customer service, customer support, and customer satisfaction.
- Experience or aptitude in managing customer experience effectively as a service representative.
- Strong verbal and written communication skills in English; proficiency in additional languages is advantageous.
- Ability to handle multiple customer interactions simultaneously, prioritize tasks, and maintain composure under pressure.
- Comfortable using computers, CRM software, and standard office applications, with a willingness to learn new systems.
- Minimum intermediate or college-level education; higher education in business, communications, or related fields is preferred.
- Professional attitude, reliability, and flexibility to work in shifts aligned with international client requirements.

Preferred Qualifications and Benefits
- Previous experience in a call center or customer-facing role is preferred but not mandatory.
- Opportunity to work with a mission-driven organization that values people as the country’s greatest resource.
- Exposure to international client operations and performance-driven work environment.
- Access to ongoing training and development to enhance skills and career growth.

Leaders BPO offers a dynamic workplace where employees contribute to meaningful projects that connect education, skills, and employment, supporting both personal development and the broader economic progress of Pakistan.