Customer Service Representative – Collections

About the role

Smart Collection’s Lahore office supports regional operations by handling inbound and outbound customer communications, resolving billing issues and ensuring timely payments. As a Customer Service Representative you will interact daily with residential and commercial clients, coordinate with internal teams and maintain accurate records.

Key responsibilities

• Answer and place calls, respond to emails and messages regarding billing inquiries, payment status and service questions.
• Investigate and resolve billing discrepancies by working with billing and technical teams, documenting findings and following through to resolution.
• Process payments, post receipts in the billing system and reconcile records with monthly reports.
• Maintain up‑to‑date customer account notes in CRM/billing systems.
• Follow scripts, adhere to compliance and privacy policies and escalate issues when necessary.
• Achieve KPIs for call quality, collections and timely follow‑up on outstanding accounts.

Required profile

• Professional verbal and written communication in English.
• At least 2 years of experience in customer service or collections, preferably in utility, billing or financial services.
• Strong problem‑solving, time‑management and organizational abilities.

Required skills

• Familiarity with CRM or billing systems.
• Proficiency in MS Office, especially Excel and Word.
• Accurate data‑entry and payment posting skills.

What we offer

• Competitive monthly salary (PKR 40,000 – 60,000).
• Leave benefits.