Call Centre Representative

Customer Service Representative (CSR)

Position Title: Customer Service Representative (CSR)

Department: Customer Support / Call Center

Reporting To: Team Lead / Supervisor

Shift Timing: 9:00 AM to 5:00 PM OR 1:00 PM to 9:00 PM

General Duties:

• Inbound Calls Handling

Attend incoming calls from telecom numbers and provide accurate information.

Respond to customer queries promptly and professionally.

Guide customers regarding available services, packages, and benefits.

• Insurance Services

Provide information to customers regarding insurance products and services.

Handle queries related to claims, policy details, and coverage.

Record customer interest and forward leads to the concerned department if required.

• Customer Assistance

Listen actively to customer concerns and resolve issues effectively.

Maintain politeness and professionalism during all interactions.

Escalate unresolved issues to the supervisor/manager.

• Call Documentation

Log all customer interactions in the system (CRM/Database).

Ensure correct categorization of calls (service inquiry, insurance inquiry, complaint, etc.).

Maintain daily call records and report to the team lead.

• Service Quality

Follow company protocols, scripts, and compliance guidelines.

Ensure timely response within defined service levels.

Maintain high-quality customer interaction standards.

• Team Support

Coordinate with fellow CSRs and team leads for smooth operations.

Participate in training sessions to stay updated on services and policies.

Provide feedback for improving customer service processes.

✅ Key Skills Required:

Excellent communication skills (verbal & listening).

Patience, empathy, and problem-solving ability.

Basic knowledge of telecom and insurance products.

Ability to work under pressure and handle high call volume.

Job Location: WEBDOC Head Office, Bahria Town Phase 7, Islamabad

Job Type: Full-time

Application Question(s):

• Will you be able to reliably commute to Bahria Town Phase 7, Rawalpindi for this job?

Education:

• Bachelor's (Required)

Work Location: In person