Customer Service Representrative (BS-16)

Social Welfare &; Lahore; On-site; PKR 60,000 - 80,000; Full time

Job summary

Social Welfare & Bait ul Maal seeks a Customer Service Representative (BS-16) to serve as the primary interface with citizens seeking social protection assistance. The role manages front-desk operations, logs queries in CMS and the Beneficiary MIS, and verifies CNIC data with NADRA to determine scheme eligibility.

The incumbent guides applicants per policy guidelines, resolves complaints, and coordinates with district offices for timely disbursement while maintaining confidentiality and service

Qualifications

• Front-desk operations and greeting visitors in a government service setting.
• Accurate data entry into MIS for beneficiary records and scheme enrollment.
• Ability to guide applicants using policy guidelines and public service standards.
• Handling confidential beneficiary information with discretion and integrity.

Responsibilities

• Receive and register walk-in applicants using the Queue Management System and verify identity documents against NADRA database for scheme eligibility.
• Process applications for Zakat, Bait-ul-Maal, and provincial welfare programs by entering data into the Beneficiary Management Information System.
• Resolve citizen complaints logged through CMS, Pakistan Citizen Portal, and direct visits within turnaround time.
• Prepare daily/weekly/monthly performance reports on intake, disposition, and fund utilization for senior management.

Skills

Customer service

Communication

Data entry

Policy guidance

Citizens' charter understanding

Tools

CMS

Beneficiary MIS

QMS

Job description

The Customer Service Representative (BS-16) at Social Welfare & Bait ul Maal serves as the primary interface between the department and citizens seeking social protection assistance. This officer-grade role manages front-desk operations, processes applications for welfare schemes like Zakat, Guzara Allowance, and Marriage Assistance, and ensures accurate beneficiary data entry into the Management Information System (MIS). The incumbent interprets policy guidelines to guide applicants, resolves service delivery complaints, and coordinates with district offices for timely disbursement, upholding the department's mandate of transparent and dignified service to vulnerable populations.

Daily workflows involve operating the Complaint Management System (CMS) and Beneficiary Registration Portal to log queries, verify CNIC details against NADRA, and track application status through approval hierarchies. The representative maintains physical and digital registers for walk-in visitors, issues token numbers via Queue Management System (QMS), and prepares daily dashboards on pending cases, disposal rates, and scheme-wise enrollment. Service standards require 90% first-contact resolution, adherence to the Citizens' Charter timelines, and strict confidentiality of beneficiary socio-economic data. Career progression leads to Assistant Director (BS-17) upon passing departmental promotion exams and completing mandatory management training at NIM.

Selection follows a competitive Category A process starting with a 100-mark MCQ written screening examination covering General Ability, Pakistan Affairs, Islamic Studies, and Social Welfare subject knowledge. Candidates scoring above the qualifying threshold are shortlisted on merit for document verification of domicile, educational certificates (Master's/BS-16 equivalent), and experience. The final merit list combines written test scores (70%) and Departmental Selection Committee interview marks (30%), where panel assesses communication skills, policy awareness, and situational judgment for public dealing.

Key duties and responsibilities:

• Receive and register walk-in applicants using the Queue Management System and verify identity documents against NADRA database for scheme eligibility
• Process applications for Zakat, Bait-ul-Maal, and provincial welfare programs by entering data into the Beneficiary Management Information System
• Resolve citizen complaints logged through the Complaint Management System, Pakistan Citizen Portal, and direct visits within stipulated turnaround time
• Conduct preliminary scrutiny of supporting documents (income certificates, medical reports, death certificates) for completeness and authenticity
• Prepare daily, weekly, and monthly performance reports on application intake, disposal rates, and scheme-wise fund utilization for senior management
• Coordinate with Tehsil and District Social Welfare Offices to reconcile beneficiary lists and facilitate timely disbursement of financial aid