Customer Support Executive

4 weeks ago

Lahore, Punjab, Pakistan Pchotels Full time

As a Customer Support Executive at YAP Pakistan, you will serve as the primary point of contact for our customers, addressing their inquiries, resolving issues, and providing assistance regarding our digital banking services. You will play a crucial role in ensuring customer satisfaction by delivering high-quality support and maintaining a positive customer experience.

Key Responsibilities:

  • Respond promptly to customer inquiries via various channels, including phone, email, chat, and social media, providing accurate information and solutions.
  • Assist customers in troubleshooting and resolving issues related to account access, transactions, and other banking services.
  • Maintain a deep understanding of YAP Pakistan's products and services to effectively assist customers and promote features.
  • Accurately document customer interactions, inquiries, and resolutions in the support system to ensure continuity and quality of service.
  • Collect and relay customer feedback and suggestions to the relevant teams to improve services and customer experience.
  • Collaborate with other departments (such as tech support, compliance, and product development) to resolve complex customer issues and enhance service delivery.
  • Meet or exceed established performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Participate in training sessions and contribute ideas for improving customer support processes and policies.

Qualifications:

  • A bachelor's degree in Business, Communication, or a related field is preferred.
  • 1-3 years of experience in customer support or service roles, ideally in the banking or fintech industry.
  • Excellent verbal and written communication skills in both English and Urdu (knowledge of other regional languages is a plus).
  • Familiarity with digital banking platforms and proficiency in using customer support software and tools.
  • Strong analytical skills with the ability to troubleshoot and resolve customer issues effectively.
  • Passion for providing exceptional customer service and a commitment to meeting customer needs.
  • Ability to work collaboratively in a fast-paced environment and support team goals.
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