Customer Support Executive

4 weeks ago

Karachi, Sindh, Pakistan Gateway Systems Full time

We are looking for an experienced and proactive Customer Support InCharge to manage our customer support operations within the fleet management industry. The ideal candidate will oversee a team ensuring that all client inquiries, issues, and requests related to fleet operations are addressed promptly and efficiently.

This role requires a professional with strong leadership skills, attention to detail, and the ability to handle complex client interactions in a fast-paced environment.

Key Responsibilities:

Lead the customer support team to handle inquiries and resolve issues related to fleet tracking, vehicle performance, and operational updates.

Monitor and ensure timely responses to client queries about tracking systems, device functionality, and service disruptions.

Maintain detailed records of client communications and resolutions using a CRM system.

Analyze customer feedback and tracking data to identify service improvement opportunities.

Provide training and support to customer service representatives on fleet management processes and tools.

Collaborate with the technical team to ensure quick resolution of device and software-related issues.

Prepare and deliver weekly/monthly reports on customer support performance metrics.Ensure clear communication with clients regarding new features, updates, and maintenance schedules.

Job Specification

Requirements:

Bachelor's degree in business administration, Communication, or a related field.

Minimum of 3 years of experience in customer support, preferably in fleet management or logistics, with at least 1 year in a supervisory role.

Strong knowledge of fleet management systems, tracking devices, and operational workflows.

Excellent verbal and written communication skills in [Language/s].

Proficiency in CRM tools, Microsoft Office Suite, and fleet management software is a plus.

Ability to handle multiple priorities and provide effective solutions under pressure.

Strong leadership and team management skills with a customer-focused approach.

Information Technology and Services - Karachi, Pakistan

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