Help Desk Specialist

8 hours ago

Rawalpindi Cantonment, Pakistan beBeeProfessional Full time 600,000 - 900,000
Job Overview

Position Title: Customer Service Representative (CSR)

Department: Customer Support / Call Center

Shift Timing: 9:00 AM to 5:00 PM OR 1:00 PM to 9:00 PM

Job Location: Head Office, Bahria Town Phase 7, Islamabad

Responsibilities
  • Attend incoming calls from telecom numbers and provide accurate information.
  • Respond to customer queries promptly and professionally.
  • Guide customers regarding available services, packages, and benefits.
Insurance Services
  • Provide information to customers regarding insurance products and services.
  • Handle queries related to claims, policy details, and coverage.
  • Record customer interest and forward leads to the concerned department if required.
Customer Assistance
  • Listen actively to customer concerns and resolve issues effectively.
  • Maintain politeness and professionalism during all interactions.
  • Escalate unresolved issues to the supervisor/manager.
Call Documentation
  • Log all customer interactions in the system (CRM/Database).
  • Ensure correct categorization of calls (service inquiry, insurance inquiry, complaint, etc.).
  • Maintain daily call records and report to the team lead.
Service Quality
  • Follow company protocols, scripts, and compliance guidelines.
  • Ensure timely response within defined service levels.
  • Maintain high-quality customer interaction standards.
Team Support
  • Coordinate with fellow CSRs and team leads for smooth operations.
  • Participate in training sessions to stay updated on services and policies.
  • Patience, empathy, and problem-solving ability.
  • Basic knowledge of telecom and insurance products.
  • Ability to work under pressure and handle high call volume.
Qualifications
  • Relevant experience in customer service or call center roles is desirable.
  • Strong communication and active listening skills.
  • Ability to work under pressure and manage high call volumes.
Employment Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Industries: Insurance

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