Inbound Specialist

Job Summary
ZUE Pvt Ltd is looking for a dedicated Inbound Specialist to join their Karachi-based team on a full-time, on-site basis. The successful candidate will act as the primary liaison between the company and its customers, both existing and potential. This role demands a strong focus on customer satisfaction by efficiently addressing inquiries, resolving issues, and managing complaints with professionalism and empathy. The position follows an evening shift schedule from 6:00 PM to 3:00 AM PST, aligning with US business hours.

Key Responsibilities
The Inbound Specialist will be responsible for managing incoming customer calls, ensuring each interaction is handled with professionalism and care. This includes addressing customer inquiries, concerns, and complaints promptly and effectively. The role requires providing accurate information and assistance to resolve issues, with the ability to escalate complex cases when necessary.

Utilizing computer systems to access customer accounts is essential, as is assisting customers with online transactions, troubleshooting technical problems, and guiding them through web-based applications. The specialist will also encourage and educate customers on the use of self-service tools to improve their overall experience.

Maintaining detailed and accurate records of all customer interactions, issues, and resolutions within the CRM system is critical. The role also involves generating reports as needed to support business insights. Staying well-informed about the company’s products, services, and policies is necessary to provide knowledgeable and up-to-date support.

Collaboration with team members and other departments is expected to resolve customer issues efficiently and to contribute feedback for continuous service improvement.

Required Qualifications
Candidates must have a minimum of 2 years of experience in US customer service, preferably in an inbound call center environment. A Bachelor’s Degree or A-Levels qualification is required. Proficiency in Microsoft Office applications is essential, along with excellent English communication skills, both verbal and written.

Flexibility to work the designated evening shift from 6:00 PM to 3:00 AM PST is mandatory.

Preferred Qualifications and Benefits
ZUE Pvt Ltd offers a comprehensive health facility covering both OPD and IPD services for employees, their dependents, and parents. Life insurance coverage is provided for all employees, along with EOBI benefits. Male employees receive a fuel card, while female employees benefit from free pick and drop services.

Additional perks include access to an in-house gym, paid leaves, and observance of US holidays. The company also runs a referral bonus program to encourage employee recommendations.

This role requires on-site attendance in Karachi and offers a full-time opportunity focused on delivering exceptional customer service during US shift hours. Applicants should be ready to discuss their current and expected salary, availability for immediate joining, and comfort with the evening shift schedule.