Remote Customer Service & Administrative Representative (Urdu/English)

Description

We are looking for a highly motivated, responsible, detail-oriented, and professional Administrative & Customer Service Representative to join our team remotely from Pakistan.

The ideal candidate must have excellent communication skills in both English and Urdu, previous experience working with US-based customers, and the ability to manage administrative tasks, customer inquiries, phone calls, and follow-ups independently.

This position requires someone who is organized, dependable, proactive, and comfortable handling multiple responsibilities in a fast-paced professional environment.

We are specifically looking for an individual who takes ownership of their work, pays close attention to detail, communicates professionally, and ensures tasks are completed accurately and on time.

Previous experience working in a US-based call center, customer support role, virtual assistant position, or administrative support environment is strongly preferred.

Training will be provided for company-specific procedures. However, candidates are expected to already possess strong customer service skills, computer proficiency, and professional communication abilities.

Responsibilities

• Key Responsibilities
• Customer Service & Communication
• Handle incoming and outgoing phone calls professionally and efficiently.
• Communicate confidently and fluently with English- and Urdu-speaking customers.
• Answer customer inquiries, provide accurate information, and assist with general questions or concerns.
• Make outbound calls to customers, organizations, and relevant departments to obtain information or follow up on pending matters.
• Maintain a professional, polite, and patient attitude during all customer interactions.
• Handle difficult conversations, complaints, and frustrated customers calmly and professionally.
• Follow up with customers regarding pending requests, missing information, and outstanding matters.
• Respond to customer messages, emails, and inquiries in a timely manner.
• Ensure customers receive clear and accurate updates regarding their requests.
• Escalate complicated or sensitive matters to management when necessary.
• Administrative Support & Documentation
• Perform daily administrative and clerical tasks accurately and efficiently.
• Assist with completing, reviewing, and organizing applications, forms, and supporting documents.
• Verify information for accuracy and completeness before submitting or processing requests.
• Maintain organized digital records, spreadsheets, and customer information.
• Track ongoing applications, requests, and pending cases to ensure timely follow-ups.
• Identify missing information or documentation and coordinate with customers to obtain the necessary details.
• Update internal systems and maintain accurate records of completed and pending tasks.
• Prepare and organize documents, reports, and other administrative materials when required.
• Monitor deadlines, pending requests, and important follow-up dates.
• Maintain confidentiality when handling customer and company information.
• Phone Calls & Follow-Ups
• Make professional outbound calls to US-based businesses, agencies, and other organizations.
• Follow up on application statuses, documentation requirements, pending requests, and general inquiries.
• Take detailed and accurate notes during phone conversations.
• Document important information, instructions, reference numbers, and next steps.
• Follow through on unresolved matters until they are completed or appropriately escalated.
• Communicate important updates to management clearly and promptly.
• Demonstrate persistence and professionalism when dealing with long hold times, complicated inquiries, or multiple follow-ups.
• Organization & Task Management
• Manage multiple customer requests and administrative assignments simultaneously.
• Prioritize daily responsibilities based on urgency and deadlines.
• Maintain a structured and organized workflow.
• Keep track of pending cases without requiring constant reminders.
• Provide regular updates regarding completed tasks, outstanding matters, and any issues requiring attention.
• Work independently while maintaining accountability and meeting performance expectations.
• Identify potential problems early and communicate them to management.
• Ensure assigned responsibilities are completed accurately and within expected timelines.
• Qualifications & Requirements
• Language & Communication Skills
• Fluent in English and Urdu — mandatory.
• Excellent spoken English with clear pronunciation and strong conversational abilities.
• Ability to communicate confidently with native English-speaking customers in the United States.
• Strong English writing skills, including professional emails and customer messages.
• Ability to understand instructions, explain procedures clearly, and communicate detailed information accurately.
• Professional telephone etiquette and active listening skills.
• Ability to switch comfortably between English and Urdu when communicating with customers.
• Professional Experience
• Minimum 1 year of previous customer service, call center, or administrative support experience.
• Previous experience working with US-based customers is strongly preferred.
• Experience handling inbound and outbound customer calls.
• Familiarity with professional email communication and customer follow-ups.
• Previous experience as a virtual assistant, administrative assistant, customer support representative, or operations coordinator is an advantage.
• Experience in US transportation, logistics, dispatch, insurance, or documentation-related services is a plus but not required.
• Ability to learn new processes, systems, and industry-specific procedures quickly.
• Technical Skills
• Strong computer and internet navigation skills.
• Proficiency in Google Sheets, Google Docs, Gmail, and Microsoft Office.
• Comfortable using online portals, web-based applications, and customer management systems.
• Ability to manage multiple browser tabs, applications, and documents efficiently.
• Accurate data entry and strong attention to detail.
• Ability to research information online and follow written instructions.
• Comfortable learning new software and digital tools.
• Previous experience with CRM systems, VoIP calling software, or ticket management platforms is an advantage.
• Personal Qualities
• We are looking for someone who demonstrates the following qualities:
• Reliable: Consistently arrives on time, meets deadlines, and fulfills commitments.
• Responsible: Takes ownership of assigned tasks and follows through without constant supervision.
• Detail-Oriented: Carefully reviews information and avoids preventable mistakes.
• Organized: Maintains accurate records and effectively manages multiple responsibilities.
• Proactive: Takes initiative, identifies issues, and follows up without being repeatedly reminded.
• Professional: Communicates respectfully and maintains a positive attitude.
• Patient: Remains calm and composed when dealing with difficult customers or complicated situations.
• Resourceful: Can research information, troubleshoot basic issues, and identify potential solutions.
• Adaptable: Learns new procedures quickly and adjusts to changing priorities.
• Trustworthy: Handles confidential information responsibly and maintains professional integrity.
• Independent: Can work productively from home without continuous supervision.
• Committed: Interested in a stable, long-term professional opportunity.
• Work-From-Home Requirements
• Candidates must have:
• A reliable laptop or desktop computer suitable for daily administrative work.
• A stable, high-speed internet connection.
• A quality headset with a microphone for clear phone communication.
• A quiet and professional working environment without excessive background noise.
• Reliable electricity and a backup arrangement for potential power or internet interruptions.
• Availability to work consistently during assigned US Eastern Time business hours.
• Ability to participate in video meetings, training sessions, and regular communication with management.
• Important: This position follows US business hours, which means evening and nighttime working hours in Pakistan. Applicants must be comfortable with this schedule before applying.
• Training & Development
• Training will be provided on company-specific processes, documentation requirements, administrative procedures, and internal systems.
• The selected candidate must be willing to:
• Learn new procedures and guidelines.
• Follow established processes and instructions accurately.
• Take notes during training and apply what they learn.
• Ask questions when clarification is needed.
• Continuously improve efficiency, accuracy, and customer service skills.
• Accept constructive feedback and demonstrate measurable improvement.
• Performance Expectations
• The successful candidate will be expected to:
• Maintain consistent attendance and punctuality.
• Respond to customer inquiries promptly and professionally.
• Keep accurate and up-to-date records of assigned tasks.
• Complete administrative work with minimal errors.
• Follow up on pending matters without unnecessary delays.
• Communicate clearly with management regarding progress and challenges.
• Meet reasonable productivity and quality expectations.
• Demonstrate professionalism, accountability, and a strong work ethic.
• Salary & Benefits
• Monthly Salary: PKR 60,000–80,000
• Compensation will be determined based on relevant experience, English communication skills, technical abilities, and overall suitability for the position.
• What we offer:
• 100% remote work opportunity.
• Competitive monthly compensation based on experience.
• Training on company-specific systems and procedures.
• Stable, long-term employment opportunity.
• Professional working environment.
• Opportunity for professional growth and increased responsibilities.
• Potential salary increases based on performance and contribution.

Experience

1 Year

Apply By

Dec 8, 2026

Required Skills

• Urdu-English Bilingual Customer Communication
• Customer Service
• Phone, Email, and Chat Support
• Data Entry and Recordkeeping
• Appointment Scheduling
• Order processing and follow-up
• Remote Communication And Collaboration Tools
• Google Sheets
• Email Communication

Nice to Have Skills

• Time management
• Problem Solving