Customer Service Representative (CSR)

Position Title: Customer Service Representative
Department: Customer Support / Operations
Reports To: Customer Service Supervisor / Manager

Role Purpose

To provide excellent service by handling customer inquiries, complaints, and requests efficiently while ensuring customer satisfaction and loyalty.

Key Responsibilities

• Handle incoming/outgoing calls, emails, live chat, and in-person inquiries professionally.
• Provide accurate information about products, services, pricing, and policies.
• Resolve customer complaints promptly and escalate complex issues when necessary.
• Maintain customer interaction records in CRM or relevant systems.
• Process orders, forms, applications, and requests accurately.
• Follow up on unresolved queries to ensure timely closure.
• Collaborate with internal departments (sales, logistics, operations, finance) to resolve issues.
• Meet or exceed daily/weekly/monthly service targets.
• Ensure compliance with company policies and service standards.
• Continuously contribute to process improvements and suggest customer service enhancements.

Qualifications & Skills

• Bachelor’s degree (preferred but not always mandatory).
• 1–3 years of experience in customer service / call center environment.
• Excellent communication (verbal & written) and interpersonal skills.
• Ability to multitask, prioritize, and manage time effectively.
• Problem-solving and conflict resolution skills.
• Proficiency in MS Office and CRM systems.
• Fluent in English/Urdu (or local language, depending on region).

Technical / Functional Skills:

• Strong verbal and written communication.
• Active listening and empathy.
• Typing speed & accuracy (for chat/email-based CSR).
• Proficiency in CRM systems, MS Office, and call handling tools.
• Multitasking and time management.
• Problem-solving and conflict resolution.
• Basic sales/upselling skills (for outbound CSR).

Soft Skills:

• Patience and resilience under pressure.
• Positive attitude and customer-centric approach.
• Adaptability to handle diverse customers and situations.
• Teamwork and collaboration.
• Stress management and emotional intelligence.

Job Type: Full-time

Application Question(s):

• We are located in Johar Town and our office timing is 6 PM to 2:30 AM

Language:

• fluent English (Required)

Location:

• Lahore (Required)

Work Location: In person