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Inbound Customer Service Representative

4 weeks ago

Lahore, Punjab, Pakistan IRG Global Full time

48 Commercial Plaza, Cavalry Ground Extension, Lahore

We are seeking a friendly and empathetic Inbound Customer Service Representative to join our team. The Inbound Customer Service Representative will handle incoming calls from customers, address inquiries, resolve issues and provide exceptional service to ensure customer satisfaction. The ideal candidate is customer-focused, patient and able to effectively communicate solutions to customers.

RESPONSIBILITIES:
  • Answer inbound calls from customers in a professional and courteous manner.
  • Listen actively to customers' concerns, inquiries and feedback.
  • Provide accurate and timely information about products, services, policies and procedures.
  • Resolve customer issues, complaints and escalations effectively and efficiently.
  • Identify and escalate complex or unresolved issues to appropriate departments or supervisors.
  • Update customer information and interactions accurately in the CRM system.
  • Follow up with customers to ensure resolution and satisfaction.
  • Promote products and services to meet sales and upsell targets, if applicable.
  • Adhere to company policies, procedures and quality standards.
  • Stay updated on product knowledge, promotions and industry trends through ongoing training and development.
QUALIFICATIONS/REQUIREMENTS:
  • Bachelor's degree in Business Management or similar.
  • Proven experience in customer service, call center or related roles.
  • Excellent communication and interpersonal skills.
  • Ability to empathize with customers and provide solutions to meet their needs.
  • Strong problem-solving and decision-making abilities.
  • Ability to multitask and work efficiently in a fast-paced environment.
  • Proficiency in using CRM software and other customer service tools.
  • Flexibility to work in night shifts, including evenings, weekends and holidays, as needed.
SKILLS:
  • Active listening and empathy.
  • Strong verbal and written communication skills.
  • Patience and resilience in handling challenging situations.
  • Proficient in computer and CRM systems.
  • Time management and organizational skills.
  • Teamwork and collaboration.
EXPERIENCE:

1+ years of experience in customer service, call center or related roles.

Note: It's an onsite job with Evening Shift.

SALARY:

50k-60k per month + uncapped commissions

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