Customer Service Executives

Our client, a Karachi-based, State Bank of Pakistan (SBP) regulated Electronic Money Institution (EMI), seeks to appoint an experienced professional for the following role:

As a Customer Service Executive, you will be responsible for handling both inbound and outbounds calls, support customers across chat and email channels—resolving queries, processing service requests, and ensuring a smooth experience with company's wallet and card products.

• →Respond to customer inquiries across voice (both inbound and outbound calls) and digital channels, following SBP and company guidelines.
• →Log and resolve service requests and complaints; escalate complex issues as needed and strive to provide FCR to the customer.
• →Meet set call performance targets for AHT, ACW, ATT and call quality.
• →Report suspicious activity or unusual transactions to the team lead.
• →Ensure accurate, consistent information is shared in both Urdu and English.
• →Adhere to assigned shifts, scripts, and operational procedures.
• →Maintain a customer-first mindset and contribute to team performance.

• Minimum 16 years of education, preferably a Bachelor's degree in preferably in Business Administration, Marketing, or related field.

• Minimum 3-4 years of professional experience, preferably in a large national/multinational organization with at least 1-2 years of related functional experience in a similar role at an equivalent position.
• Prior experience in digital financial services, banking, or fintech support roles is a plus.
• Prior experience in call center operations (inbound/outbound).

• Strong communication and complaint-handling skills in Urdu and English. Proficiency in any regional language will be an added quality.
• Ability to follow scripts and SOPs while delivering empathetic, accurate responses.
• Familiarity with digital financial products and EMI services is preferred.
• Goal-oriented, reliable, and comfortable working in shift-based environments.

• The candidate should preferably be not more than 33 years of age as of the last date of submission of application.

This advertisement is published on 28 April 2026. The last date to apply is 07 May 2026. Candidates who possess the required experience and educational qualifications to undertake this challenging role are encouraged to submit their applications at https://hrsi.careers-page.com/

Only shortlisted candidates will be contacted.

www.hrs-int.com