Customer Service Representative

About Us:
THE RESOURCE MANAGEMENT BPO is a leading Business Process Outsourcing partner, providing exceptional customer experience solutions to global clients. We believe in empowering our employees with growth opportunities, a supportive environment, and competitive rewards.

Job Summary:
We are seeking enthusiastic and customer-oriented individuals to join our team as Customer Service Representatives (CSRs). As the first point of contact for our clients' customers, you will play a crucial role in building positive relationships, resolving issues, and ensuring a world-class service experience. This is an excellent opportunity for fresh graduates to start their career in a dynamic and fast-paced environment.

Key Responsibilities:
1. Handle a high volume of inbound and/or outbound calls in a professional and timely manner.
2, Provide accurate information about products, services, and policies to customers.
3. Identify and assess customers' needs to achieve satisfaction and resolve queries effectively.
4. Process orders, forms, applications, and requests as per defined procedures.
5. Maintain detailed and accurate call logs and records of customer interactions in the CRM system.
6. Escalate complex issues to the relevant Team Leader or department as needed.
7. Meet personal/team qualitative and quantitative targets (KPIs) such as 8. Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
9. Stay updated with new product/service information and procedural changes.
10. Build sustainable relationships and engage customers by taking the extra mile.

Required Skills and Qualifications:
Education: Intermediate / A-Levels (Minimum). Bachelor's degree is a plus.
Experience: Fresh candidates are encouraged to apply. Up to 1 year of experience in a customer-facing role (retail, hospitality, call center) is advantageous.
Communication Skills: Excellent verbal and written communication skills in English and Urdu. Ability to speak clearly and persuasively.
Technical Skills: Basic computer proficiency (MS Office, data entry). Ability to navigate multiple systems simultaneously.
Problem-Solving: Strong problem-solving skills and the ability to think on your feet.
Interpersonal Skills: Patience, empathy, and a genuine passion for helping people.
Resilience: Ability to work under pressure in a target-driven environment and handle stressful situations calmly.