Client Support / Call Center Agent

We are seeking a dedicated and customer-oriented Client Support / Call Center Agent to join our team. The ideal candidate will be responsible for assisting customers with inquiries, troubleshooting issues, and ensuring a seamless customer experience. This role requires strong communication skills, problem-solving abilities, and a proactive approach to customer service.

Key Responsibilities:

Respond to customer inquiries via phone, email, chat, and other communication channels.
Provide accurate and timely resolutions to customer issues and complaints.
Assist clients in troubleshooting technical or product-related concerns.
Maintain a deep understanding of company products, services, and policies to provide informed support.
Document and track customer interactions, issues, and resolutions in the CRM system.
Escalate complex issues to the appropriate department when necessary.
Follow up with customers to ensure their issues are resolved and satisfaction is met.
Identify and suggest process improvements to enhance customer service efficiency.
Meet performance metrics and customer satisfaction targets.
Handle high-volume inbound and outbound calls in a professional and courteous manner.
Follow established call scripts and protocols to ensure consistency in customer interactions.
Conduct customer surveys and gather feedback for service improvement.

Requirements:

Previous experience in customer service, client support, or call center roles preferred.
Strong verbal and written communication skills.
Ability to handle multiple tasks and work under pressure.
Proficiency in using customer service software, CRMs, and online chat tools.
Excellent problem-solving and conflict-resolution skills.
Patience and empathy when dealing with customer concerns.
Availability to work flexible hours, including weekends and holidays if required.
A high school diploma or equivalent (Bachelor’s degree is a plus).

Preferred Qualifications:

Experience in the Financial Industry, Banking, and Brokerage Firms.
Multilingual abilities are a plus.
Familiarity with remote customer support tools and technologies.

Benefits:

Competitive salary and performance-based incentives.
Career growth and learning opportunities.
Paid time off and flexible work arrangements.
Employee discounts and perks.

Skills

CRM and Support Management Fluent in English Customer Dealing Communication Skills

Job Details

Job Channel:

Women Jobs

Industry:

BPO

Functional Area:

Client Services & Customer Support

Total Positions:

35+ Posts

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Job Location:

Canal Park, Lahore, Pakistan

Gender:

Female

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

4 Years

Apply Before:

Mar 24, 2025

Posting Date:

Feb 24, 2025

Global TCAS

BPO · 201-300 employees - Lahore

Global TCAS is a leading call center specializing in customer care services and back-office processes for global clients across various industries, including technical support, banking, telecommunications, transportation, and retail. With a mission to empower businesses by managing their customer interactions, Global TCAS enables clients to focus on their core operations. The company is committed to delivering continuous, actionable insights by identifying and analyzing errors, risks, and fraud across all critical customer service flows. Founded in 2015, Global TCAS has rapidly expanded its reach, now operating in over 20 countries across five continents. The company manages over 1.5 million customer contacts per month, demonstrating its scalability and reliability in handling high-volume interactions. Global TCAS is dedicated to maintaining the highest standards of transparency and accountability, having achieved certifications in quality management, business continuity, and information security. Driven by innovation, Global TCAS addresses the unique challenges faced by customer service and support professionals. The company leverages advanced technologies to analyze vast amounts of customer interaction data, providing deep insights that drive informed decision-making. By focusing on delivering reliable, timely insights, Global TCAS upholds public trust in customer service information and continues to lead in responsible business practices within the call center industry.