Customer Service Representative (On-site, Rawalpindi)

About the role

Smartways Tech is seeking enthusiastic Customer Service Representatives to join its on‑site team in Rawalpindi. You will deliver excellent customer experiences across voice and digital channels, handling inbound inquiries and providing accurate information.

Key responsibilities

• Answer inbound calls and messages courteously, identifying customer needs.
• Provide information on services, billing, and resolve routine account issues.
• Log interactions and update case records in the CRM or ticketing system.
• Escalate complex technical or billing problems to specialized teams and follow up.
• Meet performance targets for quality, speed of answer, and customer satisfaction.
• Support occasional outbound calls for payments, confirmations, or promotions.
• Suggest process improvements and participate in team activities.

Required profile

• Fluent spoken Urdu and English with a professional phone manner.
• Strong verbal communication, active listening, and problem‑solving aptitude.
• Ability to remain calm under pressure and maintain attendance.
• Willingness to meet performance metrics for quality and handling time.

Required skills

• Basic computer proficiency with Windows.
• Familiarity with web‑based CRM or ticketing systems.

What we offer

• Communication incentives and bonus structure.