Call Center Agent English

Horus Technology; Islamabad; On-site; PKR 276,000 - 413,000; Full time

Job summary

Horus Technology in Islamabad is seeking a friendly Call Center Agent to handle inbound and outbound calls, understand customer needs, and provide accurate information while representing the company with care.

The role emphasizes clear communication, active listening, data accuracy, and adherence to scripts and privacy requirements, with opportunities to collaborate with colleagues and contribute to a positive customer experience.

Qualifications

• Clear spoken communication and active listening with a courteous telephone manner.

Responsibilities

• Answer customer inquiries, explain relevant products or services, and resolve routine issues in a courteous and timely manner.
• Make outbound calls when required to follow up on requests, share information, or confirm customer details.
• Listen actively, ask clear questions, and resolve issues or escalate when needed.
• Record call outcomes, customer information, and follow-up actions accurately in the company’s systems.
• Meet service quality and productivity expectations while following approved call procedures and data-handling practices.
• Work collaboratively with colleagues and share recurring customer feedback to improve service.

Skills

Clear communication

Active listening

Patience & empathy

Data entry

CRM familiarity

Problem-solving

Teamwork

Urdu fluency

English proficiency

Tools

CRM software

Office apps

Job description

Job Description:

Horus technology is seeking a Call Center Agent to support customer communications from its Islamabad location. The successful candidate will handle inbound and outbound calls professionally, understand customer needs, and provide accurate information while representing the company with care.

Responsibilities

• Answer customer inquiries, explain relevant products or services, and resolve routine issues in a courteous and timely manner.
• Make outbound calls when required to follow up on requests, share information, or confirm customer details.
• Listen actively, ask clear questions, and **??**
• Record call outcomes, customer information, and follow-up actions accurately in the company’s systems.
• Meet service quality and productivity expectations while following approved call procedures and data-handling practices.
• Work collaboratively with colleagues and share recurring customer feedback that may improve service.

This on-site role is suited to a dependable communicator who can remain composed during busy periods and contribute to a positive customer experience.

Job Specification:

• Clear spoken communication and active listening skills, with a courteous and professional telephone manner.
• Ability to understand customer questions, explain information simply, and respond with patience and empathy.
• Sound problem-solving skills and good judgment about when to resolve an issue or elevate it.
• Accurate data entry and disciplined call-note documentation; familiarity with CRM or call-center software is an advantage.
• Comfort using computers, email, and common office applications while speaking with customers.
• Ability to follow scripts, procedures, privacy requirements, and service quality standards.
• Reliable attendance, a positive team attitude, and the ability to stay focused in a fast-paced call environment.
• Fluency in Urdu and working proficiency in English; additional local-language ability is beneficial.