Customer Care Specialist

Lahore - Pakistan

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Overview:

We are seeking a Customer Care Specialist to manage customer calls emails and chats while ensuring timely resolutions and strong satisfaction levels. The role involves documenting interactions assisting with product-related issues and escalating complex cases when required. It also contributes to process improvements by identifying recurring customer concerns and needs.

Job Description:

Answer all incoming calls emails and chats promptly and professionally addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
Handle customer complaints and concerns with empathy patience and professionalism striving to resolve issues efficiently and to the customers satisfaction achieving customer feedback of 80% or above.
Systematically understand and clearly document technical issues and assist customers with product-related challenges escalating complex cases to senior team members when needed keeping customers properly informed.
Accurately document all customer interactions including concerns resolutions and feedback.
Stay informed about product updates attend all related training programs and provide accurate and helpful information to customers.
Act as a point of contact for all customer issues and assign priority as per the decided SOPs.
Ensure that escalated cases are handled efficiently following up as needed to ensure customer satisfaction.
Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also addressing repeated issues and flows that are confusing for customers.
Continuously improve personal skills and knowledge by participating in training programs.

Education and Experience:

Bachelors degree (minimum requirement). BBA/BBIT BCom (H) BSc/BS (H) BCom/BA.
1.5 Years of relevant experience (Call Centre Experience will be preferred)

Job Overview: We are seeking a Customer Care Specialist to manage customer calls emails and chats while ensuring timely resolutions and strong satisfaction levels. The role involves documenting interactions assisting with product-related issues and escalating complex cases when required. It also con...

Job Overview:

Job Description:

Answer all incoming calls emails and chats promptly and professionally addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
Handle customer complaints and concerns with empathy patience and professionalism striving to resolve issues efficiently and to the customers satisfaction achieving customer feedback of 80% or above.
Systematically understand and clearly document technical issues and assist customers with product-related challenges escalating complex cases to senior team members when needed keeping customers properly informed.
Accurately document all customer interactions including concerns resolutions and feedback.
Stay informed about product updates attend all related training programs and provide accurate and helpful information to customers.
Act as a point of contact for all customer issues and assign priority as per the decided SOPs.
Ensure that escalated cases are handled efficiently following up as needed to ensure customer satisfaction.
Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also addressing repeated issues and flows that are confusing for customers.
Continuously improve personal skills and knowledge by participating in training programs.

Education and Experience: