Customer Support Specialist - Female

Working Hours: 10:00 AM to 6:00 PM

Working Days: Monday to Friday (Saturday & Sunday Off)

Location: DHA Phase 5, Karachi

Job Summary:

We are seeking a friendly, empathetic, and detail-oriented Customer Support Specialist to join our team. The ideal candidate will excel in delivering exceptional customer service and resolving inquiries efficiently. As the first point of contact for our customers, you will play a key role in ensuring a positive experience and fostering long-lasting relationships.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries via email, phone, and live chat promptly and professionally.
• Provide accurate information about products, services, and policies.
• Assist customers in troubleshooting issues and resolving complaints.

Problem-Solving:

• Diagnose and resolve customer concerns in a timely and efficient manner.
• Escalate complex issues to the appropriate departments while ensuring follow-up with customers.
• Identify recurring issues and provide feedback to improve processes and customer experience.

Order Management:

• Assist customers with placing orders, tracking shipments, and processing returns or refunds.
• Verify and update customer account information as needed.

Knowledge Maintenance:

• Stay updated with product knowledge, company policies, and system updates.
• Maintain a thorough understanding of FAQs, guides, and resources to address customer queries effectively.

Relationship Building:

• Build positive relationships with customers through active listening and empathy.
• Ensure customers feel valued and satisfied with their experience.
• Collect and share feedback from customers to help improve products and services.

Record Keeping:

• Document all customer interactions and issues accurately in the CRM system.
• Track resolutions and ensure all cases are closed in a timely manner.

Qualifications & Skills:

• Experience: Minimum 2+ years in customer service or a related role.

Technical Skills:

• Proficiency in using customer support software such as Freshdesk, Zendesk, or similar tools.
• Familiarity with e-commerce platforms is a plus.

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and multitasking abilities.
• Empathy, patience, and a positive attitude when dealing with customers.

Organizational Skills:

• Ability to manage multiple customer inquiries simultaneously.
• Detail-oriented with excellent time management skills.

Preferred Skills:

• Experience in e-commerce or retail customer support.
• Multilingual capabilities for supporting diverse customer bases.

What We Offer:

Compensation Package:

• Performance-Based Monthly Commission: Varies between 50-100% of monthly salary
• Quarterly Bonuses: Equivalent to 50% of monthly salary (totaling 14 months’ pay annually).
• Monthly Fuel Allowance: PKR 10,000

Benefits:

• Paid holidays and sick leave.
• Team outings or lunches every Friday.
• Annual international team trip.
• Join our supportive and collaborative environment to grow professionally while making a real impact on our customers’ experiences!

Skills

• CRM
• Customer Service
• Order Management
• Problem Solving
• Communication Skills

Job Detail

Experience: 2 Years - 3 Years

Salary: Rs. 70,000 - 100,000

share your resume at hr@msezy.com