Customer Service Representatives

Smartways Tech; Rawalpindi Cantonment; On-site; PKR 446,400 - 781,200; Full time

Benefits offered by this job

Communication

Incentive Bonus

Job summary

Smartways Tech in Rawalpindi, Pakistan (on-site) is seeking a Customer Support Associate to deliver excellent service across voice and digital channels, handle inquiries, assist with billing, and log interactions in the CRM.

Ideal candidates communicate clearly in Urdu and English, record details accurately, solve routine issues, and meet performance targets for quality and speed. Telecom familiarity and prior contact center experience are a plus.

Qualifications

• Clear spoken Urdu and English with professional phone manner.
• Strong verbal communication and active listening skills.
• Basic computer skills: Windows, email, and familiarity with web-based CRMs or ticketing systems.
• Ability to document interactions accurately and follow process checklists.
• Problem-solving aptitude and ability to remain calm under pressure.
• Customer-focused attitude with empathy and patience.
• Willingness to meet performance metrics for quality, average handling time, and attendance.
• Previous contact center or customer service experience.
• Familiarity with telecom products.

Responsibilities

• Deliver excellent customer experiences across voice and digital channels.
• Handle inbound customer inquiries and messages promptly and courteously.
• Identify customer needs, provide accurate information about services and billing, and resolve routine account issues.
• Log customer interactions and update case records in the CRM or ticketing system.
• Escalate complex technical or billing problems to specialized teams and follow up until resolution.
• Meet individual performance targets for quality, speed of answer, and customer satisfaction.
• Support occasional outbound calls for payments, service confirmations, or promotions as directed.
• Contribute to process improvement suggestions and participate in team activities.

Skills

Bilingual Urdu/English

Verbal communication

Active listening

Windows & email basics

CRM familiarity

Documentation accuracy

Problem solving

Customer empathy

Meeting performance metrics

Job description

Job Description

Company: Smartways Tech

Location: Rawalpindi, Pakistan (On-site)

Role overview

• Deliver excellent customer experiences across voice and digital channels.


• Handle inbound customer inquiries and messages promptly and courteously.


• Identify customer needs, provide accurate information about services and billing, and resolve routine account issues.


• Log customer interactions and update case records in the CRM or ticketing system.


• Escalate complex technical or billing problems to specialized teams and follow up until resolution.


• Meet individual performance targets for quality, speed of answer, and customer satisfaction.


• Support occasional outbound calls for payments, service confirmations, or promotions as directed.


• Contribute to process improvement suggestions and participate in team activities.

Job Specification

Must-have skills

• Clear spoken Urdu and English with professional phone manner.


• Strong verbal communication and active listening skills.


• Basic computer skills: Windows, email, and familiarity with web-based CRMs or ticketing systems.


• Ability to document interactions accurately and follow process checklists.


• Problem-solving aptitude and ability to remain calm under pressure.


• Customer-focused attitude with empathy and patience.


• Willingness to meet performance metrics for quality, average handling time, and attendance.

Preferred

• Previous contact center or customer service experience.


• Familiarity with telecom products.

Job Rewards and Benefits

• Communication


• Incentive Bonus