Senior Customer Service Agent

Compass Training & Consultancy (Pvt.) Ltd., based in Lahore, is a professional services firm specializing in delivering high-quality training and consultancy solutions to individuals and organizations across various industries. The company is dedicated to strengthening capabilities, enhancing performance, and supporting sustainable growth through practical, results-oriented engagements. Their expertise spans leadership development, communication, project management, strategic planning, process optimization, and change management. With a collaborative and ethical approach, Compass Training & Consultancy works closely with clients to understand their objectives, identify gaps, and design tailored solutions. The firm is committed to excellence, integrity, and continuous improvement, serving as a trusted partner for organizations and professionals seeking meaningful and lasting progress.

The Senior Customer Service Agent role is a full-time, on-site position based in Lahore. This role is responsible for delivering exceptional customer support to clients and participants involved in the company’s training and consultancy programs. The position requires managing complex inquiries, resolving escalated issues, and ensuring a consistent, positive customer experience. The Senior Customer Service Agent acts as a key point of contact, handling requests via phone, email, and face-to-face interactions, while tracking and documenting service cases. Monitoring customer satisfaction and collaborating with internal teams to enhance service processes are also vital components of this role. Additionally, the Senior Customer Service Agent may mentor junior staff and contribute to developing best practices and service guidelines to uphold high standards.

Key Responsibilities
- Manage and resolve complex customer inquiries and escalations promptly and professionally.
- Respond to customer requests through multiple channels, including phone, email, and in-person communication.
- Track, document, and monitor service cases to ensure timely resolution and maintain accurate records.
- Collaborate with internal teams to identify client needs and improve customer service processes.
- Monitor customer satisfaction metrics and provide feedback to support continuous service enhancement.
- Mentor and guide junior customer service representatives, fostering their professional development.
- Contribute to the creation and refinement of customer service best practices and guidelines.

Required Qualifications
- Proven experience in customer-facing roles with strong skills in managing complex inquiries and escalations.
- Demonstrated ability to enhance customer experience and satisfaction, focusing on relationship-building and long-term engagement.
- Experience working with or leading customer service teams, including coaching and performance feedback.
- Excellent communication skills in both English and Urdu, with a clear, professional, and empathetic approach.
- Ability to work effectively on-site in a fast-paced environment, prioritizing tasks while maintaining accuracy and attention to detail.
- Strong problem-solving and analytical abilities, using data and feedback to drive service improvements.
- Proficiency with CRM or customer support tools and basic office software such as email, spreadsheets, and documentation tools.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience in customer service.

Preferred Qualifications and Benefits
- Prior experience in professional services, training, consultancy, or related sectors is considered an advantage.

This role offers the opportunity to work within a reputable firm committed to ethical practices and continuous improvement, supporting both individual and organizational growth through impactful customer service.