Customer Service Representative

The Customer Service Representative position is a full-time, on-site role based in Lahore, focused on managing inbound and outbound customer communications via phone, email, and other channels. The primary objective is to deliver timely and accurate responses, resolve customer inquiries, provide detailed product and service information, and ensure overall customer satisfaction. The role requires maintaining comprehensive records in the CRM system, escalating complex issues when necessary, and collaborating with internal teams to enhance the customer experience. Additionally, the representative must adhere to established service standards, meet performance targets, and actively contribute feedback to improve customer support processes.

Key Responsibilities
- Handle inbound and outbound customer interactions through multiple communication channels, including phone and email.
- Resolve customer inquiries efficiently and provide accurate information about products and services.
- Document customer issues thoroughly and follow up to ensure resolution and satisfaction.
- Manage service requests and escalate complex problems to appropriate teams when required.
- Maintain detailed and organized records within the CRM system.
- Collaborate with cross-functional teams to identify opportunities for improving customer experience.
- Adhere to company service standards and consistently meet or exceed performance targets.
- Provide constructive feedback to help refine customer support practices and internal processes.

Required Qualifications
- Strong customer-facing skills with proven experience in customer service and support roles.
- Demonstrated ability to contribute to customer satisfaction through effective issue resolution and follow-up.
- Clear and professional communication skills, both verbal and written, with proficiency in English; knowledge of local languages is advantageous.
- Familiarity with CRM systems, email platforms, and basic office software applications.
- Ability to work effectively in a structured, on-site environment and collaborate with various teams.
- Excellent problem-solving skills, attention to detail, and a calm, empathetic approach when dealing with customers.
- Minimum education requirement is a high school diploma; a bachelor’s degree in business, communications, or a related field is considered a plus.
- Previous experience as a Customer Service Representative or in a similar client-facing role is preferred.

Location and Salary
This position is based in DHA Phase 5, Lahore. The salary range offered is between PKR 60,000 and 65,000 per month.