Customer Service Representative

About Us:

THE RESOURCE MANAGEMENT BPO is a leading Business Process Outsourcing partner, providing exceptional customer experience solutions to global clients. We believe in empowering our employees with growth opportunities, a supportive environment, and competitive rewards.

Job Summary:

We are seeking enthusiastic and customer-oriented individuals to join our team as Customer Service Representatives (CSRs). As the first point of contact for our clients' customers, you will play a crucial role in building positive relationships, resolving issues, and ensuring a world-class service experience. This is an excellent opportunity for fresh graduates to start their career in a dynamic and fast-paced environment.

Key Responsibilities:

• Handle a high volume of inbound and/or outbound calls in a professional and timely manner.
• Provide accurate information about products, services, and policies to customers.
• Identify and assess customers' needs to achieve satisfaction and resolve queries effectively.
• Process orders, forms, applications, and requests as per defined procedures.
• Maintain detailed and accurate call logs and records of customer interactions in the CRM system.
• Escalate complex issues to the relevant Team Leader or department as needed.
• Meet personal/team qualitative and quantitative targets (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
• Stay updated with new product/service information and procedural changes.
• Build sustainable relationships and engage customers by taking the extra mile.

Required Skills and Qualifications:

• Education: Intermediate / A-Levels (Minimum). Bachelor's degree is a plus.
• Experience: Fresh candidates are encouraged to apply. Up to 1 year of experience in a customer-facing role (retail, hospitality, call center) is advantageous.
• Communication Skills: Excellent verbal and written communication skills in English and Urdu. Ability to speak clearly and persuasively.
• Technical Skills: Basic computer proficiency (MS Office, data entry). Ability to navigate multiple systems simultaneously.
• Problem-Solving: Strong problem-solving skills and the ability to think on your feet.
• Interpersonal Skills: Patience, empathy, and a genuine passion for helping people.
• Resilience: Ability to work under pressure in a target-driven environment and handle stressful situations calmly.

Job Type: Full-time

Pay: Rs35,000.00 per month

Work Location: In person