Job Description

Key Responsibilities:

? Handle customer interactions in a courteous and professional manner.

? Accurately identify customer needs and provide appropriate solutions or escalations.

? Maintain up-to-date knowledge of products, services, and processes.

? Follow defined scripts, procedures, and call quality guidelines.

? Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence.

? Escalate complex or unresolved cases to the Team Leader or relevant department.

? Maintain confidentiality of customer data and comply with information security policies.

? Participate in regular coaching and feedback sessions to improve performance.

? Follow company templates, tone of voice, and response guidelines.

? Ensure response time and resolution SLAs are met.

? Collaborate with cross-functional teams for issue resolution.

Qualifications & Skills:

? Minimum: Bachelor's degree or diploma.

? Minimum 1 year of experience required in Voice

? Ability to communicate clearly in English and Urdu is essential.

? Fluent in Urdu and English with minimum B2 for this role.

? Ability to work under pressure and manage multiple tasks.

? Customer-focused with a positive attitude and empathy.

? Basic computer literacy (MS Office, CRM tools).

? Flexible to work in shifts, weekends, and public holidays.

? Excellent written communication skills.

? Typing speed and accuracy (minimum 40 wpm preferred).

? Strong analytical and problem-solving ability.ty.

Job Type: Full-time

Pay: From ?22,000.00 per month

Benefits:

Provident Fund
Application Question(s):

Looking for an Immediate Joiner
Experience:

International voice process: 1 year (Required)
Shift availability:

Night Shift (Required) Overnight Shift (Required) Day Shift (Required)
Work Location: In person