On-Site Customer Service Representative (English Speaking)

About the role

ReallTime is hiring a full-time, on-site Customer Service Representative (CSR) in Lahore for English-speaking candidates. The role handles inbound and outbound customer inquiries by phone, email or chat, giving accurate information and resolving issues quickly. It is a customer-facing position focused on maintaining high levels of customer satisfaction.

Key responsibilities

• Handle inbound and outbound customer inquiries through phone, email or chat
• Provide accurate information and resolve issues promptly
• Document interactions and follow established procedures
• Escalate complex cases when necessary
• Collaborate with team members, meet performance targets and give feedback to improve processes and customer experience

Required profile

• Experience in customer support and managing customer experience across multiple channels
• Background as a Customer Service Representative or in a similar customer-facing role
• Clear and fluent English, spoken and written
• Comfortable working on-site in Lahore, with flexibility for shifts as required
• Previous contact center or BPO experience is an advantage; education in business, communications or a related field is preferred

Required skills

• Strong problem-solving, active listening and conflict-resolution abilities
• Basic computer literacy and familiarity with customer support software or CRM tools