Call Centre Agent

Digital Climbers; Lahore; On-site; PKR 334,800 - 558,000; Full time

Job summary

Digital Climbers, a Lahore-based marketing firm, is seeking a Call Centre Agent. The role involves managing inbound and outbound calls related to customer service and lead qualification.

Candidates should be fluent in Urdu and English, possess customer service experience, and be comfortable using CRM systems. The position requires strong communication skills and the ability to work well in a team.

Qualifications

• Strong verbal communication skills in Urdu and English.
• Experience in customer-facing phone roles, both inbound and outbound.
• Familiar with CRM systems and data entry processes.

Responsibilities

• Handle inbound customer inquiries professionally.
• Make outbound calls for lead follow-up and customer satisfaction.
• Maintain call logs and update customer records accurately.

Skills

Clear spoken Urdu

Clear spoken English

Call handling experience

CRM familiarity

Basic computer skills

Tools

MS Office

Job description

Job Description

Company: Digital Climbers

Location: Lahore

Role Overview

Digital Climbers is a Lahore-based marketing and advertising firm helping SMEs, startups, and local retailers across Pakistan improve their digital presence. As a Call Centre Agent, you will represent the company in outbound and inbound customer interactions related to campaign performance, client inquiries, lead qualification, and basic technical or service support. You will work closely with account managers and the social/paid media teams to relay customer feedback, capture leads, and help convert prospects into clients.

• Handle inbound calls and respond to customer inquiries about services, campaign status, billing, and appointments in a professional, timely manner.
• Make outbound calls for lead follow-up, appointment setting, campaign renewals, and customer satisfaction surveys.
• Qualify leads by gathering required business information, assessing fit for specific marketing services, and entering accurate records into the CRM.
• Coordinate with account managers to elevate technical issues or service requests and ensure timely resolution.
• Maintain call logs, update customer records, and prepare brief daily reports on call outcomes and lead status.
• Follow company scripts and standard operating procedures while adapting communication to each caller’s needs to maximize conversion and retention.
• Contribute to continuous improvement by providing feedback on call scripts, FAQs, and common customer pain points.

Working Environment

The role is based in the Lahore office and requires strong verbal communication, basic computer skills, and the ability to work in a small‑team agency environment where flexibility and responsiveness are important.

Job Specification

• Clear spoken Urdu and English; ability to communicate professionally and adapt tone to different callers.
• Proven experience with call handling or customer‑facing phone roles; comfortable with both inbound and outbound calling.
• Familiarity with CRM systems or ability to quickly learn data entry, lead tagging, and updating customer records.
• Basic computer literacy: MS Office, email, web browsers; ability to read campaign reports and relay key points.
• Active listening, empathy, and concise note‑taking to capture caller needs and next actions accurately.
• Time management and organization to handle multiple calls, follow‑ups, and reporting responsibilities.
• Sales aptitude for identifying opportunities, asking qualifying questions, and booking appointments for account managers.
• Problem‑solving mindset and willingness to coordinate with internal teams to resolve issues promptly.