Call Center Representative

About the role

As a Call Center Representative you will be the first point of contact for Mazish Foods' retail and B2B customers across Pakistan. You will handle order inquiries, provide product information, resolve complaints and coordinate with logistics, production and quality teams to ensure a seamless customer experience.

Key responsibilities

• Answer inbound customer calls and messages promptly, recording details in the CRM or designated tracking system.
• Provide accurate product information, pricing, availability and order status to retailers, distributors and consumers.
• Register and resolve customer complaints, escalating to production, quality or sales teams when necessary and following up until closure.
• Process basic order requests and coordinate with logistics and warehouse teams to ensure timely dispatch.
• Maintain updated logs of interactions, generate daily reports and share feedback for continuous service improvement.
• Collaborate with quality assurance and production teams to relay customer insights.

Required profile

• Clear verbal communication in Urdu.
• Basic computer literacy with proficiency in MS Office (Excel, Word).
• Experience using a CRM or order‑entry system.
• Strong listening and problem‑solving abilities, able to de‑escalate frustrated customers.
• Attention to detail when recording customer data, order numbers and follow‑up actions.
• Ability to work effectively within cross‑functional teams (logistics, production, quality assurance).
• Good time‑management skills to handle high call volumes while maintaining service quality.
• Professional phone etiquette, patience and a customer‑first attitude.

Required skills

• MS Office (Excel, Word)
• CRM system

What we offer

• Competitive monthly salary (PKR 25,000 – 40,000)
• Health insurance coverage
• Paid leaves
• Opportunities for professional development in a fast‑growing food company