Customer Service Representative

About the role

Leaders BPO, part of the Pakistan-based Leaders Enterprise group, offers a full-time, on-site Customer Service Representative position in Rawalpindi. The representative handles inbound and outbound customer interactions by phone, email and chat, giving clear, accurate information and resolving inquiries professionally. The role works with international clients and meets performance and quality targets.

Key responsibilities

• Address customer concerns and resolve inquiries by phone, email and chat
• Update account information and document interactions in the CRM system
• Follow established procedures to deliver high-quality service
• Collaborate with team members and supervisors to improve the customer experience
• Take part in training sessions and give feedback to refine processes and scripts

Required profile

• Minimum intermediate or college-level education; higher education in business, communications or a related field is a plus
• Previous call center or customer-facing experience is preferred but not mandatory
• Ability to manage several customers at once, prioritise tasks and stay calm under pressure
• Professional attitude, reliability and willingness to work in shifts aligned with international client needs

Required skills

• Strong verbal and written communication in English; other languages are an advantage
• Comfort with computers, CRM tools and standard office software, and willingness to learn new systems
• Customer service, customer support, customer satisfaction and customer experience skills