Email and Chat Support Specialist

Job Title: Email and Chat Support Specialist
Location: Islamabad, Pakistan
Job Type: Full-time
Department: Customer Success Department
Salary: Competitive salary based on experience + performance bonuses

Job Summary:

As we continue to grow, we are looking for a dedicated and detail-oriented Email and Online Chat Support Agent to join our customer success team. If you excel at written communication and have a passion for helping customers resolve their issues quickly and efficiently, we want to hear from you. The Email and Online Chat Support Specialist will be responsible for providing timely and accurate customer support through email and online chat platforms. This role involves assisting customers with inquiries, troubleshooting problems, and resolving issues efficiently while maintaining a high level of customer satisfaction. The ideal candidate will be able to communicate clearly, think critically, and multitask in a fast-paced environment.

Key Responsibilities:

1. Provide prompt and courteous support to customers via email and live chat, resolving issues and answering inquiries regarding products, services, billing, and technical support.
2. Troubleshoot customer problems and guide them through processes.
3. Maintain a deep understanding of the company's products, services, and policies to provide accurate and effective assistance.
4. Identify issues that require further assistance and escalate them to the appropriate department (technical support, management, etc.) when necessary.
5. Accurately document customer interactions, issues, and resolutions in the company's CRM system, ensuring that records are up-to-date and complete.
6. Follow up with customers when necessary to ensure their issues are resolved and that they are satisfied with the outcome.
7. Work closely with other team members, team leaders, and other departments to share insights and ensure consistent service.
8. Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
9. Actively participate in training sessions, team meetings, and performance reviews to improve personal performance and stay updated on new product or policy changes.

Required Skills & Qualifications:

1. An intermediate degree - bachelor's degree is a plus.
2. 1-2 years of experience in a customer support role, preferably in a call center or similar environment, with a focus on written communication.
3. Exceptional written communication skills with the ability to convey information clearly, concisely, and professionally.
4. Strong ability to handle multiple customer conversations simultaneously in a fast-paced environment.
5. Excellent critical thinking and problem-solving skills to troubleshoot and resolve customer issues.
6. Ability to prioritize tasks effectively and manage time to ensure that all customer inquiries are addressed promptly.
7. Proficiency in using CRM software (e.g., Zendesk, Freshdesk, Salesforce, NetSuite) and online chat platforms.
8. Strong attention to detail in both written communication and data entry, ensuring accuracy and clarity.
9. Ability to work both independently and collaboratively as part of a team.

Preferred Qualifications:

1. Previous experience in email and chat support for an e-commerce, tech, or telecommunications company.
2. Familiarity with help desk software and ticketing systems.

Benefits:

1. Competitive salary with performance-based bonuses.
2. Access to professional development and training opportunities.
3. Opportunities for career advancement and professional development.
4. Recognition programs.

Work Environment:

You will be working at our Islamabad Office. Flexibility to work evenings, weekends, or holidays may be required based on business needs.