Apply For This Job


Job Description


This job entails customer interaction in an inbound & outbound contact centre environment. TSE is required to ensure the highest standards of customer service by providing customer support to customers on call.

Key Responsibilities and Duties/Results Expected:

  • Responsible for meeting all targets/KPI’s on a daily basis as set by the Department.
  • A strict adherence to shift and break schedule as communicated by the operations department.
  • Strict compliance with company/divisional policies, plans, and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.
  • Answer telephones and Provide customer services with 100% accuracy.
  • Make customer callbacks
  • Must be able to work a flexible schedule that will include weekends and holidays
  • Using problem-solving skills to handle difficult or irate clients.
  • Suggesting alternatives to resolve customer’s complaints on a priority basis.
  • Bring awareness among customers by educating them about promotions and services.
  • He/she will be responsible to ensure his /her duty adherence as per roster.
  • Learning about an organization’s products or services and keeping up-to-date with any changes to them.
  • Regularly attending Pre-shifts, training, and coaching sessions conducted by Service Quality and supervisors/Team leaders.
  • Conveying customer’s feedback and suggestions to the supervisor, in order to offer services, exceed customer expectations.
  • Taking immediate measures to resolve the customer’s problem keeping company policies in view.
  • Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA, etc

Competencies and Critical Success Factors :


  • Applying an understanding of key legal precedents, policies, and practices to protect the interests of the organization and individual employees

Customer Focus

  • Researching and understanding client business operations and agenda
  • Identifying and articulating project drivers, strategic fit and commercial benefits with client
  • Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
  • Building strong relationships with customer, focusing on the impact and result for the customer and responding positively to feedback

Technology Expertise

  • Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity

Conceptualization and Problem Solving

  • Supporting recommendations by objective facts and research
  • Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters
  • Employing structured approaches to generate ideas, evaluate and select options
  • Proficiency in developing and evaluating options and alternative courses of action

Communication and Presentation

  • Demonstrating good oral and written communication skills
  • Using a range of techniques and approaches to convey thoughts and ideas in a range of situations
  • Well presented (Good personal hygiene, dressing appropriately, etc.)
  • Demonstrating confidence and assertiveness in an interpersonal manner
  • Communicating appropriately via nonverbal behavior (i.e. eye contact, etc.)

Knowledge Management

  • Demonstrating a conceptual and practical understanding of approaches and tools to help organize groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectives

Virtual Teamwork

  • Developing and implementing strategies for maximizing the collaboration of non-co-related workgroups.

Assessment and Measurement Skills

  • Demonstrating the ability to determine key needs, diagnose and address problems, identify key metrics, and accurately monitor the progress of important initiatives and activities.

Employee Advocacy

  • Maintaining the focus on a fair and empowering work environment for all employees.

Incentive Range

Up to -3,500/month

Job Types: Full-time, Contractual

Salary: Rs23,000.00 to Rs27,000.00 /month


Job Details

Total Positions:
35+ Posts
Job Shift:
Job Type:
Job Location:
Quaid-e-Azam Industrial Estate, Lahore, Pakistan
No Preference
Minimum Education:
Degree Title:
Bachelors in Telecom,Computer Sciences Or Electronics (Majors in Networking)
Career Level:
Entry Level
Fresh - 3 Years
Apply Before:
Aug 27, 2020
Posting Date:
Jul 26, 2020
Show fewer details Read full job description

What is your Competitive Advantage?

Get quick competitive analysis and professional insights about yourself
Talk to our expert team of counsellors to improve your CV!
Try Rozee Premium

Sybrid Pvt Ltd

BPO · 301-600 employees - Lahore

Sybrid is a wholly owned subsidiary of the highly reputed, diversified and quality driven Lakson Group of Companies. Sybrid is a global management consulting, technology services and outsourcing company with multiple offerings. The modern day industrial landscape is becoming increasingly dynamic, le ...Read More

Similar Job Titles

Technical Support Engineer

Posted Aug 07, 2020

Technical Support Engineer

Securiti.AI, Karachi, Pakistan
Posted Jul 30, 2020

Technical Support Representative

Kaptec, Islamabad, Pakistan
Posted Jul 21, 2020

Technical Support Analyst

Contour Software, Karachi, Pakistan
Posted Jul 24, 2020
View All