Customer Support Representatives

3 weeks ago

Lahore, Punjab, Pakistan Tee Blue Talk Services Full time

"English Call Center is a professional customer service outsourcing company that provides exceptional English language support to global clients. Our experienced team of bilingual agents delivers top-notch inbound and outbound call center services, ensuring exceptional customer satisfaction. We are committed to delivering reliable, efficient, and cost-effective solutions to meet your business needs."

Job Specification
  1. Respond to customer inquiries via phone, email, or chat in a timely and professional manner, providing accurate and complete information.
  2. Resolve customer issues and complaints efficiently, finding appropriate solutions while maintaining a high level of customer satisfaction.
  3. Maintain a thorough understanding of company products, services, policies, and procedures to assist customers effectively.
  4. Process orders, returns, and exchanges in accordance with established guidelines.
  5. Keep accurate records of customer interactions and transactions, documenting all relevant information in the CRM system.
  6. Provide product recommendations and upsell/cross-sell opportunities to customers based on their needs and preferences.
  7. Stay updated on industry trends, market changes, and competitor offerings to better assist customers and provide relevant information.
  8. Escalate complex issues to appropriate departments for resolution and follow up until resolution is achieved.
  9. Participate in training sessions and team meetings to enhance product knowledge and customer service skills.
  10. Meet or exceed performance metrics and goals, including response time, resolution rate, and customer satisfaction scores.
Qualifications:
  1. High school diploma or equivalent, with at least 1-2 years of customer service experience, preferably in a fast-paced contact center environment.
  2. Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
  3. Strong problem-solving and critical-thinking abilities, with the ability to think quickly and make sound decisions.
  4. Ability to work independently, multitask, and prioritize tasks effectively in a fast-paced environment.
  5. Proficiency in using customer relationship management (CRM) software and other relevant computer applications.
  6. Strong attention to detail and accuracy in data entry and documentation.
  7. Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
  8. Ability to work collaboratively with team members and other departments to resolve customer issues.
  9. Positive attitude, resilience, and ability to handle difficult situations with professionalism and empathy.
  10. Strong commitment to providing exceptional customer service and exceeding customer expectations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This job description outlines the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Other duties may be assigned based on business needs.

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