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Roles and Responsibilities

  • Obtains client information by answering telephone calls; interviewing clients; verifying information.
  • Help and guide citizen (caller) on his/her complaint and refer the call on the spot to the complaint/accountability authority relevant to his/her grievance
  • Informs clients by explaining procedures; answering questions; providing information regarding services for grievance redressal
  • Maintains communication equipment by reporting problems.
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Keep records of all conversations in our call center database in a comprehensible way
  • route calls to an appropriate resource
  • document all call information according to standard operating procedures
  • Maintain complete call logs and produce call reports
  • Strong phone and verbal communication along with active listening
  • To focus on Customers’ complaints to adapt and serve different personality types
  • Ability to multi-task, set priorities and manage time effectively

Qualification and Experience

Bachelor’s degree from a recognized institution with at least one year demonstrated experience on similar responsibility in a call center or customer service environment. Applicants with the domicile of Khyber Pakhtunkhwa and the merged area will be given preference.

Skills Set and Key Competencies

  • Verbal and written communication skills with sound language proficiency in Urdu, Pashto, and English
  • Proficiency in relevant computer applications, data entry, and typing skills
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Teamwork, knowledge of administration and processes
  • Excellent listening, problem analysis, and problem-solving skills
  • Attention to detail, stress tolerance, good judgment, and adaptability




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