Contact Center Agent

Job ID: 35858

Location: Karachi, PK

Area of interest: Customer Services

Job type: Regular Employee

Work style: Office Working

Opening date: 14 Oct 2025

• Handle inbound calls, provide end to end solutions to clients
• Ensure all client enquires, service request and complaints are handled as per defined processes.
• To be updated with all contact center process and policies and bank product information.
• Supporting the client on any client-initiated needs
• Delivering on transactions, service requests, mobile/online training
• Fulfill all service needs with maximum first call resolution
• Co-browse with the Client in order to assist in resolving issues
• Ability to solve problems and close issues without handing over
• Educate and steer clients for interactions with the bank via online
• Educate and conduct initial set up for online, ATMs etc where required
• Suggest solutions Client might potentially need using analytics triggered next-best-conversation;
• Perform a needs analysis with Clients on receiving calls

• Call Center Management
• Empathy and problem-solving
• Possess customer centric and positive mindset with a can-do attitude
• Ability to multi-task, prioritize and manage time effectively; remain calm under pressure, especially during peak hours or intense situations.
• Effective Communication
• MS Office

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.