Call Center Agent

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Job Title: Call Center Agent

Monthly Pay: PKR 61,460 - 143,900 per month

Summary:

Customers ask why an order changed or how to fix a service issue, and you explain their options. Your tasks arrive through a customer call queue and planned follow-up lists. You provide patient answers, check understanding, and record what still needs attention. The goal is to resolve everyday concerns without leaving customers unsure about what happens next. A customer service team lead reviews difficult questions with you and coaches your replies. You work from home throughout this fully remote role, using shared tools to manage calls and notes. The role pays a monthly base salary plus bonus opportunities.

Job Responsibilities:

• Explain service steps and order updates in plain words, using approved guidance. Check that customers understand your answer before moving on.

• Open customer follow-up lists and the incoming queue in a CRM such as HubSpot, a system that stores customer details. Plan which calls need attention first.

• Receive and make calls through a business phone system such as Aircall, a tool for managing calls. Introduce yourself and explain your reason for calling.

• Listen to the full concern and ask short questions when details are missing. Repeat key points to confirm your understanding.

• Guide customers through simple fixes using approved steps. Ask whether the issue is resolved rather than assuming the answer helped.

• Stay polite when customers sound upset or hurried. Keep your voice calm and give them space to explain.

• Record the question, answer, and next step after each call. Mark wrong numbers, duplicate entries, and requests not to call again.

• Send questions beyond your guidance to the team lead with a brief summary. Include what you already tried.

• Call customers waiting for answers and explain any updates. Confirm the concern is resolved before closing the record.

• Share daily call counts and common questions with the team. Practice call outlines during coaching to improve unclear replies.

• Quality is judged through accurate notes, polite calls, quick follow-up, and complete customer records. Use feedback to improve future conversations.

Qualifications:

• Professional spoken and written English, because calls are generally with customers in the United States.

• A computer, a mobile phone, a stable internet connection, and reliable electricity.

• No experience is required. Related phone support or customer-facing experience is preferred, but beginners can learn the work.

• Willingness to learn service information, follow approved call outlines, and ask for guidance when an answer is unclear.

• Comfort learning the customer record and calling tools named above, including how to save notes and find previous conversations.

• Ability to write short, useful call notes that clearly explain the customer's concern and the agreed next step.

• Patient listening and clear speech, especially when a customer needs a slower explanation or repeats a question.

• Care when checking customer details, updating call results, and marking reminders so unfinished questions remain visible.

• A quiet place to take calls and a calm approach when handling several customer concerns in sequence.

Perks & Benefits:

• A fully remote role with work from home and shared tools for customer conversations.

• Structured onboarding and training on HubSpot and Aircall, with guided practice before handling unfamiliar tasks.

• Regular check-ins with the team lead to review questions, call notes, and areas for improvement.

• Growth opportunities within the team as you build service knowledge and strengthen your phone support skills.

• Bonus opportunities.