call center agent (female)

This role involves managing both incoming and outgoing customer calls with professionalism and efficiency. The candidate will be responsible for addressing customer inquiries, complaints, and service-related issues while providing accurate information about the company’s products, services, and policies. Maintaining up-to-date customer records in the company’s CRM system and ensuring timely follow-up on customer queries are essential parts of the job. The position requires coordination with various departments to resolve complex concerns and preparing detailed shift reports to ensure smooth handovers between shifts. The role also includes working night shifts and adhering strictly to company policies, quality standards, and confidentiality requirements.

Key Responsibilities:
- Handle incoming and outgoing customer calls professionally and efficiently.
- Respond promptly to customer inquiries, complaints, and service-related issues.
- Provide accurate and clear information regarding company products, services, and policies.
- Maintain and update customer records in the company’s CRM system.
- Follow up on customer queries to ensure timely resolution of issues.
- Achieve assigned call-handling targets and customer satisfaction goals.
- Coordinate with relevant departments to resolve complex customer concerns.
- Prepare shift reports and maintain accurate records of daily activities.
- Ensure proper handover of pending cases to the next shift.
- Adhere to company policies, quality standards, and confidentiality requirements.
- Manage customer calls and resolve inquiries during night shifts.

Required Qualifications:
- Minimum education level: Intermediate (preferred).
- At least 2 years of experience in a call center environment (preferred).
- Ability to reliably commute or plan to relocate to Rawalpindi before starting work (preferred).
- Strong communication and interpersonal skills.
- Proficiency in using CRM systems and maintaining accurate records.
- Ability to work night shifts and handle high-pressure situations professionally.

Preferred Qualifications and Benefits:
- Prior experience meeting call-handling targets and customer satisfaction goals.
- Familiarity with company policies and quality standards in customer service.
- Competitive monthly salary ranging from Rs20,000 to Rs40,000.
- Work location is in person, providing an opportunity to engage directly with team members and company operations.

This position is ideal for candidates who are committed to delivering excellent customer service, possess strong problem-solving skills, and are comfortable working flexible hours including night shifts. The role offers a structured environment to develop customer service expertise while contributing to the company’s overall customer satisfaction objectives.