Key Responsibilities Handle customer interactions in a courteous and professional manner Accurately identify customer needs and provide appropriate solutions or escalations Maintain up-to-date knowledge of products services and processes Follow defined scripts procedures and call quality guidelines Meet or exceed key performance metrics such as AHT CSAT FCR and adherence Escalate complex or unresolved cases to the Team Leader or relevant department Maintain confidentiality of customer data and comply with information security policies Participate in regular coaching and feedback sessions to improve performance Follow company templates tone of voice and response guidelines Ensure response time and resolution SLAs are met Collaborate with cross-functional teams for issue resolution Qualifications Skills Minimum Bachelor s degree or diploma Minimum 1 year of experience required in Voice Ability to communicate clearly in English and Urdu is essential Fluent in Urdu and English with minimum B2 for this role Ability to work under pressure and manage multiple tasks Customer-focused with a positive attitude and empathy Basic computer literacy MS Office CRM tools Flexible to work in shifts weekends and public holidays Excellent written communication skills Typing speed and accuracy minimum 40 wpm preferred Robust analytical and problem-solving ability ty Job Type Full-time Pay From 22 000 00 per month Benefits Provident Fund Application Question s Looking for an Immediate Joiner Experience International voice process 1 year Required Shift availability Night Shift Required Overnight Shift Required Day Shift Required Work Location In person