Customer Service Representative

Smart Collection; Lahore; On-site; PKR 334,800 - 558,000; Full time

Benefits offered by this job

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Job summary

Smart Collection is seeking a Customer Service Representative in Lahore who will manage inbound and outbound communications regarding billing inquiries and payments. This role values professionalism and clear communication while ensuring high customer satisfaction and accuracy in billing management.

The ideal candidate should have 2+ years of experience in customer service or collections and strong problem-solving skills. The position offers opportunities for advancement based on performance metrics.

Qualifications

• 2+ years of customer service or collections experience preferred.
• Familiarity with CRM or billing systems; ability to accurately post payments.
• Ability to follow scripts and adhere to compliance policies.

Responsibilities

• Handle inbound and outbound customer communications to address billing inquiries.
• Investigate and resolve billing discrepancies with billing and technical teams.
• Maintain accurate customer account notes and update information in the CRM.

Skills

Professional verbal and written communication in English

Customer service or collections experience

Problem-solving skills

Attention to detail

Time management and organizational skills

Tools

MS Office (Excel, Word)

CRM or billing systems

Job description

Job Description

Company Overview

Smart Payments Collection is a leading chiller billing and collection company providing customer support, billing management, and payment collection for customers across the UAE. Our Lahore office supports regional operations by managing inbound and outbound customer communications, resolving billing discrepancies, and ensuring timely collections while maintaining high customer satisfaction and data accuracy.

Role Summary

The role involves daily interaction with residential and commercial customers, coordination with internal billing and field teams, and maintaining accurate records. You will be part of a focused team that values professionalism, clear communication, and problem-solving to meet collection targets and service-level objectives.

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and messages to address billing inquiries, payment status, and service questions.
• Investigate and resolve billing discrepancies by coordinating with billing and technical teams; document findings and follow through to resolution.
• Process payments, post receipts in the billing system, and reconcile payment records with monthly reports.
• Maintain accurate customer account notes and update information in the CRM; prepare routine account and collection reports.
• Follow scripts and escalation procedures; refer complex cases to supervisors and ensure timely follow-up.
• Contribute to meeting weekly and monthly KPIs related to customer satisfaction, handling time, and collection targets.
• Participate in periodic training to stay current on billing systems, company policies, and customer service best practices.

Career Progression

Our Lahore team offers a structured environment with clear performance metrics and opportunities for advancement into supervisory or specialized billing roles for high performers.

Job Specification

• Professional verbal and written communication in English; ability to explain billing details clearly and calmly.
• 2+ years of customer service or collections experience preferred; experience with utility or billing environments advantageous.
• Proven ability to manage inbound and outbound volumes while maintaining high quality and accuracy.
• Familiarity with CRM or billing systems; ability to accurately post payments and update customer records.
• Strong problem-solving skills to investigate discrepancies and coordinate cross-functional resolution.
• Basic computer skills: MS Office (Excel, Word) and data entry with attention to detail.
• Ability to follow scripts, adhere to compliance and privacy policies, and escalate issues appropriately.
• Time management and organizational skills to meet KPIs and maintain timely follow-up on outstanding accounts.

Job Rewards and Benefits

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