Bilingual Digital Wallet Support Specialist

hrsi; Karachi Division; On-site; PKR 558,000 - 1,004,000; Full time

Job summary

HRSI, based in Karachi, is seeking experienced Customer Service Executives to support wallet and card products. You will handle inbound and outbound calls, chat and email, resolving queries and processing service requests to ensure a smooth customer experience.

The role requires strong communication in Urdu and English, willingness to work in shifts, and adherence to scripts and SOPs. Prior fintech or digital financial services experience is a plus.

Qualifications

• Strong communication and complaint-handling skills in Urdu and English. Proficiency in any regional language will be an added quality.
• Ability to follow scripts and SOPs while delivering empathetic, accurate responses.
• Familiarity with digital financial products and EMI services is preferred.
• Willingness to work in shift-based environments.

Responsibilities

• Respond to customer inquiries across voice (inbound/outbound) and digital channels, following SBP and company guidelines.
• Log and resolve service requests and complaints; elevate complex issues as needed and strive to provide FCR to the customer.
• Meet set call performance targets for AHT, ACW, ATT and call quality.
• Report suspicious activity or unusual transactions to the team lead.
• Ensure accurate, consistent information is shared in both Urdu and English.
• Adhere to assigned shifts, scripts, and operational procedures.
• Maintain a customer-first mindset and contribute to team performance.

Skills

Communication skills

Bilingual Urdu/English

Complaint handling

Shift-based availability

Education

Bachelor's degree in Business Administration, Marketing, or related field

Job description

HRSI, based in Karachi, is seeking experienced Customer Service Executives to support wallet and card products. You will handle inbound and outbound calls, chat and email, resolving queries and processing service requests to ensure a smooth customer experience.

The role requires strong communication in Urdu and English, willingness to work in shifts, and adherence to scripts and SOPs. Prior fintech or digital financial services experience is a plus.