Call Center Representative

6 days ago

Islamabad, Islamabad, Pakistan Parhlo Full time

The Call Center Representative is responsible for providing exceptional customer service to taxpayers by handling inbound calls, responding to emails, and assisting with issues related to filing Income Tax, Sales Tax, and FED returns. This role is crucial for maintaining effective communication between taxpayers and the Federal Board of Revenue (FBR).

Key Responsibilities:

  1. Handle Inbound Calls: Receive and manage inbound calls from taxpayers, addressing their queries and concerns efficiently.
  2. Tax Filing Assistance: Guide taxpayers on the procedures for filing Income Tax, Sales Tax, and Federal Excise Duty (FED) returns.
  3. Portal Support: Assist taxpayers with issues related to IRIS and eFBR portals, including account access, form submission, and technical troubleshooting.
  4. Complaint Logging: Record taxpayer complaints over the phone, ensuring accurate details are captured for resolution.
  5. General Guidance: Provide accurate and up-to-date information to taxpayers regarding various Standard Operating Procedures (SOPs) and guidelines issued by FBR.
  6. Email Management: Respond promptly to emails sent to the FBR Helpline, providing clear and precise solutions to taxpayer queries.
  7. Documentation: Maintain detailed records of interactions with taxpayers, ensuring all information is logged in the system accurately.
  8. Compliance: Adhere to FBR's communication protocols, data protection policies, and ethical guidelines.
  9. Team Collaboration: Coordinate with team members and supervisors to resolve complex taxpayer issues.
  10. Other Duties: Perform any other tasks assigned by the management.

Qualifications and Skills:

  • Education: Minimum Bachelor's Degree.
  • Experience: Prior experience in a call center or customer support role is an asset.
  • Communication Skills: Excellent verbal and written communication skills in Urdu and English.
  • Technical Proficiency: Familiarity with IRIS, eFBR portals, and basic computer applications (MS Office).
  • Customer Service Skills: Strong problem-solving abilities and a customer-focused approach.

Skills:

Call Handling, Customer Satisfaction Management, Communication Skills,

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