Customer Service Representatives

Job details

Job Description: Company: Smartways Tech Location: Rawalpindi, Pakistan (On-site) Role overview: • Deliver excellent customer experiences across voice and digital channels. • Handle inbound customer inquiries and messages promptly and courteously. • Identify customer needs, provide accurate information about services and billing, and resolve routine account issues. • Log customer interactions and update case records in the CRM or ticketing system. • Escalate complex technical or billing problems to specialized teams and follow up until resolution. • Meet individual performance targets for quality, speed of answer, and customer satisfaction. • Support occasional outbound calls for payments, service confirmations, or promotions as directed. • Contribute to process improvement suggestions and participate in team activities.Job Specification: Must-have skills: • Clear spoken Urdu and English with professional phone manner. • Strong verbal communication and active listening skills. • Basic computer skills: Windows, email, and familiarity with web-based CRMs or ticketing systems. • Ability to document interactions accurately and follow process checklists. • Problem-solving aptitude and ability to remain calm under pressure. • Customer-focused attitude with empathy and patience. • Willingness to meet performance metrics for quality, average handling time, and attendance. Preferred: • Previous contact center or customer service experience. • Familiarity with telecom products.Job Rewards and Benefits: Communication,Incentive Bonus