Customer Service Representative
About the Role
The City School Head Office in Lahore is hiring a Customer Service Representative for City Connect to handle inbound parent inquiries, admission consultations, ticketing escalations, and omnichannel communication.
Key Responsibilities
- Handle inbound UAN telephone calls, WhatsApp queries, and emails from prospective and existing parents
- Deliver first-call resolution for school fee inquiries, admissions information, and branch feedback
- Make outbound callback calls for dropped inquiries, student withdrawals, and parent satisfaction surveys
- Generate and escalate service tickets for regional school management teams and track until closure
- Meet individual performance KPIs including Average Handle Time (AHT), Customer Satisfaction (CSAT), and call quality
Qualifications & Skills
Basic Requirements
- Bachelor's degree in Business Studies, Humanities, Communication, or related discipline
- Minimum 1 year of customer support experience in a call center, BPO, or service industry
- Polite telephone etiquette, empathy, and fluent spoken English and Urdu communication
- Proficiency in ticketing systems, CRM software, and basic Microsoft Office tools
- Strong stress management and conflict resolution abilities
Preferred Qualifications
- Prior customer service experience within school networks or academic institutions
How to Apply
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About The City School
The City School is one of the premier private educational institutions in South Asia, educating over 150,000 students across comprehensive campuses nationwide.
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