Customer Service Executive

3 weeks ago

Multan, Punjab, Pakistan S&N Consulting Group Full time
Job Description:

Job Summary:

We are seeking a dynamic and customer-focused Customer Service Executive to join our team.

The ideal candidate will handle outbound calls and may also manage inbound calls, communicating with customers in the United States. The role requires exceptional English communication skills, proficient computer skills, and the ability to provide outstanding customer service.

Key Responsibilities:

  1. Make outbound calls to customers in the U.S. to provide information or assist with services/products.
  2. Receive inbound calls as needed and address customer inquiries professionally and efficiently.
  3. Maintain a polite, empathetic, and customer-centric approach in all interactions.
  4. Accurately document call details and customer interactions in the system.
  5. Meet or exceed performance metrics, including call quality, resolution time, and customer satisfaction.
  6. Collaborate with team members and other departments to resolve complex customer issues.
  7. Adhere to company policies, guidelines, and scripts while ensuring compliance with data protection regulations.

Job Specification:

Required Qualifications:

  1. Language Proficiency: Exceptional English communication skills, both verbal and written.
  2. Computer Skills: Proficiency in using computers, including MS Office applications and CRM tools.
  3. Availability: Must be able to work during US EST hours (6:00 p.m. to 3:00 a.m. PKT) time will vary depending on USA daylight saving.
  4. Work Environment: Ability to work on-site at the designated office location.
  5. Customer Service Experience: Previous experience in customer service, call centers, or a related role is preferred but not mandatory.

Key Competencies:

  1. Strong interpersonal and active listening skills.
  2. Problem-solving abilities with a focus on delivering positive outcomes.
  3. Ability to handle high call volumes and work in a fast-paced environment.
  4. Adaptable, with excellent organizational and time management skills.

What We Offer:

  1. Competitive salary and performance-based incentives.
  2. Professional development opportunities and training.
  3. A supportive and collaborative work environment.
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