Call Agent

OnesLogic is a client-focused digital agency committed to delivering durable, high-quality solutions using industry best practices and the latest technologies. The company specializes in creating immersive and impactful online experiences by setting clear objectives, realistic timelines, and measurable outcomes for every project. With extensive experience across various industries, OnesLogic offers tailored solutions that enable clients to connect effectively with their audiences. The team works closely with businesses to understand their needs and develop strategies that drive exceptional results and customer satisfaction. Guided by core values such as integrity, innovation, and a commitment to quality, OnesLogic consistently strives to exceed expectations on every engagement.

The Call Agent position is a full-time, on-site role based in Lahore. This role involves managing both inbound and outbound calls, addressing customer inquiries, and providing accurate information about the company’s products and services. The agent will be responsible for documenting all customer interactions, resolving issues promptly, and escalating complex matters to the appropriate teams when necessary. Following established scripts and communication guidelines is essential to maintain professionalism and consistency. Additionally, the agent will collaborate with colleagues, update customer records regularly, and contribute feedback aimed at improving processes and enhancing overall customer satisfaction.

Key Responsibilities

- Handle inbound and outbound customer calls efficiently, ensuring clear and professional communication at all times.
- Respond promptly to customer inquiries, providing accurate and relevant information about products and services.
- Document all interactions thoroughly and maintain up-to-date customer records using CRM and call center software.
- Resolve customer issues in a timely manner or escalate complex cases to the appropriate department.
- Follow established scripts and guidelines to maintain consistent communication standards.
- Collaborate with team members to share insights and feedback that support continuous process improvement.
- Work towards achieving individual and team call performance targets and service level agreements.

Required Qualifications

- Strong verbal and written communication skills, demonstrating clear and professional telephone etiquette.
- Customer service aptitude, including active listening, empathy, and effective problem-solving abilities.
- Basic computer literacy with proficiency in call center software, CRM tools, and common office applications.
- Good time management and organizational skills to handle multiple calls and tasks efficiently.
- Ability to work full-time on-site in Lahore with reliable attendance and punctuality.
- Minimum educational qualification of a high school diploma or equivalent.

Preferred Qualifications and Additional Information

- Previous experience in a call center or customer-facing role is preferred but not mandatory.
- Comfort working in a target-driven environment and openness to receiving coaching and performance feedback.
- Further education in business, communications, or related fields is considered an advantage.

This role offers an opportunity to join a dynamic team within a reputable digital agency, contributing directly to client satisfaction and business success. Candidates who are motivated, customer-oriented, and eager to develop their skills in a professional environment are encouraged to apply.