U.S. Customer Support & Scheduling Agent | Night Shift | DHA Phase 1

Outsourcecare provides customer service, scheduling, and real-time coordination support to businesses across the United States. As part of this role, you will work directly on a U.S. client’s account, engaging with their customers during every shift. You will be a member of a small, focused team where your contributions are recognized, and strong performers have the opportunity to advance quickly into senior and leadership positions.

Key Responsibilities
- Handle inbound and outbound calls, texts, and emails from U.S. customers with professionalism and clarity.
- Book, confirm, and reschedule appointments efficiently, ensuring customer satisfaction.
- Coordinate with field teams to provide customers with real-time updates on their service requests.
- Resolve complaints and urgent issues calmly and effectively, maintaining a positive customer experience.
- Maintain accurate and up-to-date records in the CRM system to ensure seamless communication and follow-up.

Required Qualifications
- Minimum of 2 years’ experience in voice support on U.S. or international campaigns.
- Experience in dispatch, booking, or scheduling is highly desirable.
- Typing speed of 45 words per minute or higher.
- Clear, neutral English accent easily understood by U.S. customers without repetition.
- Ability to communicate smoothly and naturally in English, with no long pauses.
- Confidence in handling fast talkers, regional accents, and upset callers with a calm and controlled voice.
- Professional written English skills for composing emails and text messages.
- Clean attendance record and strong reliability.
- Availability to work nights, weekends, and U.S. holidays, fully on-site at the office.

Preferred Qualifications and Benefits
- Competitive monthly salary ranging from PKR 110,000 to 140,000, dependent on experience and interview performance.
- Monthly performance bonuses in addition to base pay.
- Clear growth path with opportunities to advance to Senior Agent and Team Lead roles.
- Work in a supportive environment where your efforts are noticed and rewarded.

Additional Information
This role requires full-time, on-site commitment with shifts from 7:00 PM to 4:00 AM PKT, five days a week, based at the company’s office in DHA Phase 1. This position is not suitable for candidates seeking remote, hybrid, or part-time work, nor for those interested in sales, team lead, or quality assurance roles exclusively. Candidates with only chat or email experience will not be considered.

Selection Process
The hiring process includes a review of a voice note submitted by candidates to assess communication clarity and accent. This is followed by a 10-minute phone screening involving a live customer scenario to evaluate real-time problem-solving and communication skills. Successful candidates will then be invited for an in-person office interview and a typing test to confirm their suitability for the role.

This opportunity is ideal for individuals who thrive in a fast-paced, customer-focused environment and are eager to develop their careers within a growing company.