Call Centre Representative

Customer Service Representative (CSR) - Evening Shift (6 days a week)

Position Title: Customer Service Representative (CSR)

Department: Customer Support / Call Center

Reporting To: Team Lead / Supervisor

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

General Duties:

• Inbound Calls Handling

Attend incoming calls from customers and provide accurate information.

Respond to customer queries promptly and professionally.

Guide customers regarding available services, packages, and benefits.

• Services

Provide information to customers regarding products and services.

Handle queries

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, information, 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

Pay: Rs30,000.00 - Rs35,000.00 per month

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