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
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