Job Summary

Connect BPO is seeking a highly motivated and customer-focused Bilingual Call Center Agent (English/Urdu) to join our dynamic team. The ideal candidate will act as the first point of contact for our clients, providing exceptional support and resolving inquiries with professionalism and efficiency. This role requires fluency in both English and Urdu, excellent communication skills, and the ability to multitask in a fast-paced environment. The position offers opportunities for growth within a globally recognized BPO setting.

Key Responsibilities

• Handle inbound and outbound calls professionally, ensuring a positive customer experience.

• Communicate effectively in both English and Urdu with clients from diverse backgrounds.

• Resolve customer inquiries, complaints, and requests accurately and efficiently.

• Maintain detailed records of interactions, transactions, and client feedback in the CRM system.

• Collaborate with team members and supervisors to meet service-level targets and KPIs.

• Stay updated on company products, services, policies, and procedures.

• Escalate complex issues to appropriate departments while ensuring timely follow-up.

• Support other team functions as required, including email or chat communications.

Required Skills and Qualifications

• Fluency in English and Urdu (both written and spoken) is mandatory.

• Excellent verbal and written communication skills.

• Strong problem-solving skills with a customer-first mindset.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Basic computer proficiency, including MS Office and CRM software.

• High school diploma or equivalent; a bachelor’s degree is a plus.

Experience

• Previous experience in a call center, customer service, or BPO environment is preferred.

• Experience handling bilingual customer interactions is highly desirable.

• Familiarity with CRM systems and call center technology is an advantage.

Working Hours

• Full-time position with flexible shift options, including day, evening, and night shifts.

• Weekend and holiday rotations may apply depending on client requirements.

Knowledge, Skills, and Abilities

• Strong interpersonal skills and empathy toward customers.

• Ability to work independently and as part of a team.

• Quick learner, adaptable, and able to thrive in a dynamic work environment.

• Attention to detail and strong organizational skills.

• Commitment to maintaining confidentiality and professionalism at all times.

Benefits

• Competitive salary with performance-based incentives.

• Health and wellness benefits, including medical coverage.

• Paid leave and holidays.

• Professional development opportunities and training programs.

• Career growth potential within a global BPO company.

Why Join Connect BPO?

Connect BPO is committed to creating a supportive, inclusive, and rewarding work environment. By joining our team, you will gain exposure to international clients, enhance your bilingual communication skills, and build a rewarding career in a fast-growing industry. We value our employees and invest in their professional development while fostering a culture of respect, collaboration, and excellence.

How to Apply

Interested candidates are invited to submit their resume and a brief cover letter highlighting their bilingual experience and customer service expertise to us. Please include “Bilingual Call Center Agent (English/Urdu)” in the subject line. Shortlisted candidates will be contacted for interviews.