Call Agent

Wafi Engineering is a dynamic firm specializing in advanced industrial solutions across multiple sectors, including aerospace, digital platforms, infrastructure, and manufacturing. The company operates Wafi Aerospace, which focuses on generative design, carbon composite UAV manufacturing, CFD simulations, and HIL testing compliant with FAA and MIL standards. Its digital division develops full-stack SaaS platforms, custom ERP systems, web applications, and AI data pipelines using modern frameworks and cloud technologies. Additionally, Wafi Infrastructure delivers solar-integrated infrastructure designs, while the manufacturing unit produces CNC-machined BLDC motor fans and surgical equipment. Employees at Wafi Engineering thrive in a multidisciplinary environment that bridges aerospace, digital innovation, infrastructure, and manufacturing domains.

Key Responsibilities
The Call Agent will manage both inbound and outbound communications, addressing inquiries related to the company’s diverse services and directing calls to the appropriate departments. This role requires meticulous documentation of call details, updating customer records within internal systems, and following up on unresolved issues to ensure timely resolution. The agent will work closely with engineering, digital, and operations teams to gather accurate information and provide clear, professional communication to callers. Maintaining a courteous tone and adhering to call scripts and quality standards is essential. The position also involves meeting performance targets and engaging in ongoing training to stay current with Wafi Engineering’s offerings.

Required Qualifications
Candidates must demonstrate strong verbal communication skills, active listening, and telephone etiquette suitable for frequent interaction with customers and stakeholders. The ability to handle high call volumes, prioritize tasks effectively, and maintain accurate records in call management or CRM systems is critical. Basic digital literacy, including proficiency with office productivity software, email, and web-based data entry platforms, is required. A customer service mindset with problem-solving abilities and the capacity to de-escalate concerns efficiently is essential. Candidates should be comfortable working in a hybrid environment, showing reliability, good time management, and self-discipline both on-site and remotely. Good written communication skills are necessary for composing call notes, summaries, and follow-up messages. While previous experience in call centers, help desks, or customer support roles is preferred, it is not mandatory. The ability to understand and explain basic engineering or technology service information, along with a willingness to learn technical terminology, is important. A minimum of a high school diploma or equivalent is required, with additional education or training in communications, business, or customer service considered an advantage. Candidates must also demonstrate a respectful and inclusive approach when working with colleagues and clients from diverse backgrounds.

Preferred Qualifications and Benefits
Previous experience in customer support or related roles is advantageous but not required. The role offers a hybrid work arrangement based in Lahore, providing flexibility to perform some tasks remotely. Team members benefit from ongoing training opportunities to enhance their knowledge of the company’s evolving technological and engineering services. This position provides exposure to a multidisciplinary work environment that integrates aerospace, digital innovation, infrastructure, and manufacturing sectors, offering valuable professional growth within a cutting-edge engineering firm.