Customer Service Call Handler

ibex; Lahore; Hybrid; PKR 446,000 - 893,000; Full time

Job summary

Access Training is seeking a Customer Service Call Handler – 1st Line Responder to be the initial contact for customer enquiries. You will understand customer needs and aim to resolve them at the first point of contact, handling phone and live chat with ownership and empathy.

You’ll join a close-knit team of five, work to resolve issues without unnecessary transfers, and contribute to knowledge sharing while maintaining accurate records. Some Saturday-from-home shifts are part of the rota.

Qualifications

• Experience in customer service, call handling, contact centres or similar.
• Curious and proactive in finding answers rather than passing the buck.
• Excellent verbal and written communication with a calm, empathetic tone.
• Confident to reach out to colleagues across departments to get things done.
• Able to absorb information quickly and navigate multiple systems.
• Good judgment, initiative and accuracy in record-keeping.

Responsibilities

• Answer incoming enquiries via phone and live chat, aiming to resolve on the spot.
• Follow queries through to completion rather than passing customers between departments.
• Collaborate with colleagues to quickly obtain answers or second opinions.
• Develop understanding of Access Training’s courses, systems and processes.
• Support live chat on a rotating schedule and occasionally work Saturdays from home.
• Keep clear, accurate records and share learnings with the team.

Skills

Customer service experience

Problem-solver mindset

Clear & warm communicator

Proactive & connected

Quick learner

Detail-oriented

Job description

We are looking for a Customer Service Call Handler – 1st Line Responder to serve as the initial point of contact for Access Training.

Your mission? Understand what the customer needs and resolve their enquiry at the first point of contact whenever possible.

You will join a close-knit team of five handling incoming enquiries across phone and live chat (live chat duties rotate across the team).

This is NOT a script-reading role. We are looking for someone who takes true ownership, thinks beyond the immediate question, and treats every customer as an individual—not just another ticket to close.

What You’ll Be Doing

• First-Contact Resolution: Answer incoming customer enquiries via phone and live chat, aiming to resolve them on the spot.
• End-to-End Ownership: Follow queries through to completion rather than unnecessarily passing customers between departments.
• Relationship Building: Work closely with colleagues across the business to quickly get answers or second opinions when needed.
• Continuous Learning: Develop a broad understanding of Access Training’s courses, systems, and processes to handle a wide range of enquiries confidently.
• Team Collaboration: Support live chat on a rotating schedule and work one Saturday per month from home as part of the team rota.
• Knowledge Sharing & Record Keeping: Keep clear, accurate records of interactions and share learnings with the team to boost first-time resolution.

What We’re Looking For

• Customer Service Experience: Background in customer service, call handling, contact centres, or a similar customer-facing role.
• Problem-Solver Mindset: A natural curiosity and preference for finding the answer rather than passing the buck.
• Clear & Warm Communicator: Excellent verbal and written communication skills with a calm, resilient, and empathetic tone.
• Proactive & Connected: The confidence to pick up the phone to colleagues in other departments to get things done.
• Quick Learner: Ability to absorb information fast and navigate multiple systems and services.
• Detail-Oriented: Great judgment, initiative, and accuracy in record-keeping.

Why You'll Love This Role

If you get satisfaction from genuinely helping people, enjoy learning how a business operates, and want customers to leave every interaction feeling valued and supported, you’ll thrive in our team.