Inbound & Chat Support Agent

Job Summary
Mars BPO Pvt Ltd is seeking motivated and customer-oriented female Inbound & Chat Support Agents to join our vibrant call center team. As a key member of our customer service department, you will be the first point of contact for customers, assisting them via phone and live chat. Your primary focus will be to resolve inquiries, provide detailed product information, and deliver an outstanding customer experience. This full-time role requires working night shifts from 6 PM to 4 AM on an international campaign, offering a unique opportunity to engage with a global clientele.

Key Responsibilities
- Professionally manage inbound customer calls and live chat interactions, ensuring prompt and courteous service.
- Deliver accurate and comprehensive information regarding products, services, orders, billing, and support-related issues.
- Accurately document customer interactions and update internal systems to maintain detailed records.
- Resolve customer concerns during the initial contact whenever possible, or escalate complex issues appropriately.
- Consistently meet or surpass established performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Maintain up-to-date knowledge of products and services to provide informed assistance and enhance customer support quality.

Required Qualifications
- Demonstrated experience in customer service roles, particularly in inbound call centers or live chat support environments.
- Strong verbal and written communication skills in English; additional language skills are a plus.
- Excellent active listening and problem-solving capabilities to effectively address customer needs.
- Ability to multitask efficiently in a fast-paced, dynamic work setting.
- Familiarity with CRM systems, live chat platforms, and call center software is advantageous.
- Willingness and ability to work night shifts and flexible hours as required by the campaign.
- Minimum education requirement: High School Diploma or equivalent; a Bachelor’s degree is preferred.
- 1 to 2 years of relevant experience in customer support or call center operations.
- Basic computer proficiency and typing skills, with a preferred typing speed of 35–40 words per minute.
- Positive attitude, strong team collaboration skills, and a customer-first mindset.
- Ability to remain composed under pressure and handle customer complaints empathetically.

Preferred Qualifications and Benefits
- Competitive monthly salary ranging from Rs70,000 to Rs100,000, commensurate with experience and skills.
- Opportunity to work with a reputable BPO company serving international clients, enhancing your professional exposure.
- Full-time employment with consistent night shift hours (6 PM to 4 AM) on an international campaign.
- Supportive and growth-oriented work environment that encourages continuous professional development and skill enhancement.

This position is ideal for candidates seeking a stable, full-time role in customer support with a focus on inbound calls and live chat services. Based in Karachi, Mars BPO Pvt Ltd offers a professional atmosphere where you can build and advance your career in the thriving BPO industry. If you are enthusiastic about delivering exceptional customer service and thrive in a fast-paced environment, we encourage you to apply.