Call Agent

Company Description Wafi Engineering is an engineering and technology firm that delivers advanced industrial solutions across multiple specialized verticals. The company’s aerospace division handles generative design, carbon composite UAV manufacturing, CFD simulations, and HIL testing under FAA/MIL standards. Its digital arm develops full-stack SaaS platforms, custom ERP systems, web applications, and AI data pipelines using modern frameworks and cloud technologies. Wafi Infrastructure focuses on solar-integrated infrastructure design, while the manufacturing division produces CNC‑machined BLDC motor fans and surgical equipment. This diversity offers team members exposure to cutting-edge projects in aerospace, software, infrastructure, and precision manufacturing.

Role Description The Call Agent role at Wafi Engineering is a contract position based in Lahore, with a hybrid work arrangement that allows some work from home. The Call Agent will handle inbound and outbound calls with clients, vendors, and internal stakeholders, ensuring clear communication regarding inquiries, appointments, and project updates. Daily responsibilities include answering and routing calls, providing accurate information about company services, documenting call details in CRM or call logs, and following up on pending issues. The Call Agent will coordinate with engineering and operations teams to relay messages, schedule meetings, and support customer service processes. The role also involves maintaining professional call etiquette, meeting call volume and response-time targets, and contributing to continuous improvement of communication workflows.

Qualifications

• Strong verbal and written communication skills, including active listening, clear articulation, and professional phone etiquette.
• Customer service and client-handling skills, with the ability to manage inquiries, resolve basic issues, and maintain a courteous demeanor under pressure.
• Basic computer literacy and experience with call center or office tools (e.g., CRM systems, spreadsheets, email, and VoIP/call software).
• Organizational and time-management skills to handle call queues, prioritize follow-ups, and maintain accurate records.
• Ability to work effectively in a hybrid environment, demonstrating reliability, self-discipline, and collaboration with on-site and remote teams.
• Previous experience in a call center, customer support, or administrative role is preferred but not mandatory.
• Familiarity with engineering, technology, or industrial services is an advantage and supports more effective client communication.
• Minimum high school diploma; an associate or bachelor’s degree in Business, Communications, or a related field is a plus.