First-Contact Resolution Specialist — Phone & Live Chat

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

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.