ibex. Pakistan is bringing an opportunity for those who excel in communication. This opportunity is for Lahoris. We are looking for a customer-focused professional to handle inbound and outbound calls, qualify leads through structured questions, and deliver excellent service. The role involves assessing customer eligibility, managing data in CRM systems, and ensuring a smooth handoff to senior specialists while meeting performance targets and maintaining high customer satisfaction. If you have the convincing par by making good sales, this is your opportunity to start earning in six figures.
Job Description
- Handle a high volume of inbound and outbound calls professionally, engaging with individuals who have expressed interest in services
- Ask structured qualifying questions to gather key financial information, including unsecured debt and employment status
- Follow a standardized script to assess eligibility and determine if prospects meet minimum requirements
- Transfer qualified leads in real-time or schedule appointments with senior Enrollment Specialists for further processing
- Deliver exceptional customer service with empathy, patience, and professionalism
- Ensure a positive customer experience by using clear communication, cultural awareness, and proper etiquette when interacting with U.S.-based customers
- Use and record data on multiple software applications (Customer Relationship Management (CRM) software, order management systems (OMS) and knowledge base systems (KBS)), while actively listening and speaking with the customer simultaneously on call
- Strive to meet and exceed individual and team performance metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR) and Average Handling Time (AHT)
- Collect customer feedback and share insights with supervisors to improve service quality and solve any recurring issues
- Staying up to date with latest updates on CRM and other systems information, process changes, and future updates
Job Specifications
- Exceptional verbal communication skills in English is a must
- Candidates must possess a clear American accent to easily explain and help the customer base in US
- Candidate should be minimum Matric or O Levels pass. Bachelor’s degree or diploma would be a plus
- Candidate should be 18 years or older (You will be required to show your CNIC during the interview)
- Basic knowledge of common office tools like Microsoft Office/Google Workspace, Excel and document formatting
- Experience using CRM systems is a bonus
- Availability to work fixed night shifts (U.S. hours) with weekends off
- Fresh graduates and students searching for entry-level roles in Lahore are encouraged to apply
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