TelecommunicationsRawalpindi

Customer Service Representatives

Posted 12 days agoApply by Oct 29, 7:00 PM UTC

The essentials

Experience1 Year
Career levelNon-Managerial
ShiftMorning Shift
EducationIntermediate (FA/FSc) or equivalent secondary education; candidates with one year of customer service/center experience may be considered in lieu of formal qualifications.

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.

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: