Call center agent

SWATX; Islamabad; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

A customer service provider in Islamabad is seeking a Customer Support Agent to manage incoming calls, resolve customer complaints, and document interactions. Ideal candidates will have a high school diploma, strong communication skills, and proficiency in Arabic; experience in a similar role is preferred. This position involves collaboration with team members and meeting performance metrics to ensure customer satisfaction.

Qualifications

• Prior experience in a customer service or call center role is preferred.
• Ability to manage customer expectations effectively.

Responsibilities

• Managing incoming calls and addressing customer inquiries.
• Identifying and resolving customer complaints efficiently.
• Recording and documenting interactions in CRM system.
• Maintaining up-to-date knowledge of product offerings.
• Working with team members to ensure seamless service delivery.
• Meeting or exceeding performance goals related to customer satisfaction.

Skills

Strong communication skills

Ability to handle stressful situations

Proficient in using computer systems

Fluency in Arabic

Knowledge of English

Education

High school diploma or equivalent

Degree in related field

Job description

Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage