Customer Service Agent (English Speaking) - Night Shift, On Site

About the role

ReallTime is looking for an English-speaking Customer Service Agent for a full-time, on-site position in Lahore. The agent answers customer inquiries by phone, email or chat and aims to resolve issues quickly and accurately. Night shift availability is required.

Key responsibilities

• Respond to customer inquiries in English via phone, email or chat and resolve them promptly and accurately.
• Provide information about products or services.
• Handle complaints professionally.
• Document interactions in customer support systems.
• Follow company procedures and meet performance targets.
• Collaborate with team members and supervisors to escalate complex cases and share feedback for service improvement.

Required profile

• Experience as a Customer Service Representative and in customer service environments.
• Proven ability to handle inquiries and resolve issues across multiple communication channels.
• Track record of meeting or exceeding service quality and performance metrics.
• Understanding of customer experience principles and ability to create positive, empathetic and efficient interactions.
• Excellent spoken and written English, suitable for night shift contact.
• Ability to work on site in Lahore, stay reliable in shift-based schedules and work in a team.
• High school diploma or equivalent; further education in communications, business or related fields is beneficial.

Required skills

• Basic computer literacy.
• Familiarity with CRM or customer support tools; prior contact center experience is an advantage.