Customer Experience Agent | US Call Centre & BPO

We are seeking Customer Experience (CX) Agents with strong English communication skills and experience in handling customer interactions for US-based businesses. This full-time, on-site position is based in Soan Gardens, Islamabad, and requires working during US business hours, typically evening or night shifts. The role involves managing inbound and outbound customer communications, resolving inquiries, updating customer records, and ensuring a consistent, professional customer experience in a fast-paced, performance-driven contact center environment. Success in this role directly impacts client retention and overall business performance.

Key Responsibilities

- Handle inbound and outbound customer calls for US-based clients.
- Respond to customer inquiries via phone, email, live chat, and other support channels.
- Provide accurate information about products, services, bookings, accounts, and customer requests.
- Resolve customer complaints professionally and efficiently.
- Record customer interactions, inquiries, and resolutions in CRM or helpdesk systems.
- Follow approved call scripts, client procedures, and service quality standards.
- Identify customer needs and offer appropriate solutions.
- Escalate complex complaints or unresolved issues to supervisors or relevant departments.
- Follow up with customers on pending requests and open support cases.
- Maintain accurate customer records and update relevant information.
- Meet performance targets including Customer Satisfaction (CSAT), Average Handling Time (AHT), First Contact Resolution (FCR), and Quality Assurance (QA).
- Maintain professional call etiquette, active listening, and clear communication.
- Support appointment scheduling, order processing, booking confirmations, and service coordination as needed.
- Coordinate with internal teams to ensure timely resolution of customer issues.
- Adhere to data privacy, confidentiality, and client security policies.
- Participate in ongoing coaching, training, and quality improvement activities.

Required Qualifications

- Minimum of 1 year of experience in a Call Centre, Customer Support, Customer Service, or BPO role.
- Excellent spoken and written English with clear pronunciation and confidence in communicating with US customers.
- Experience handling inbound or outbound customer calls.
- Good understanding of customer service principles and complaint handling.
- Proficiency in using CRM systems, ticketing platforms, and call centre software.
- Strong listening, problem-solving, and communication skills.
- Good computer proficiency and typing skills.
- Ability to manage difficult customer interactions professionally.
- Comfortable working with performance targets and quality monitoring.
- Ability to handle multiple customer interactions simultaneously while maintaining accuracy.
- Willingness to work night shifts aligned with US business hours.

Preferred Qualifications and Benefits

- Previous experience working on US-based customer service campaigns.
- Familiarity with platforms such as Zendesk, Freshdesk, Salesforce, HubSpot, Five9, or similar.
- Understanding of US customer service standards and communication expectations.
- Experience in industries such as healthcare, e-commerce, transportation, financial services, or appointment-setting campaigns.
- Knowledge of call centre KPIs including CSAT, AHT, FCR, and QA scores.
- Experience supporting customers through multiple communication channels.
- Proficiency with VoIP systems, dialers, and cloud-based contact centre platforms.

This position offers a competitive salary range of PKR 60,000 to 90,000 per month, depending on experience and communication skills. The role requires physical presence at the Soan Gardens office in Islamabad. If you are motivated to deliver excellent customer experiences and thrive in a dynamic environment, we encourage you to apply.