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Customer Support Representative

4 weeks ago

Lahore, Punjab, Pakistan Rocktech Digital Full time

As a Customer Support Representative, you will be the primary point of contact for our customers, assisting them with inquiries, providing solutions, and ensuring a positive overall experience. You will play a critical role in building and maintaining strong relationships with our customers, understanding their needs, and acting as their advocate within the company.

Responsibilities:

As a Customer Support Representative, your main responsibility is to provide exceptional customer service to the customers.

  1. Responding to customer inquiries: You will be responsible for responding to customer inquiries and requests through various channels, including email, chat, and phone. You will need to be knowledgeable about the products/services, features, and policies to be able to provide accurate information to customers.
  2. Troubleshooting technical issues: You may be responsible for troubleshooting technical issues that customers may encounter. This may involve working with the development team to resolve complex issues.
  3. Resolving customer complaints: You will need to be skilled in managing customer complaints and concerns, working to find solutions that satisfy customers while still aligning with company policies.
  4. Documenting customer interactions: You will be responsible for accurately documenting customer interactions, including any issues they raise and how those issues were resolved.
  5. Collaborating with the development team: You may work closely with the development team to provide feedback on customer issues and help improve the overall customer experience.
  6. Staying up-to-date on product updates: You will need to stay up-to-date on product updates and new features, and be able to communicate those changes to customers effectively.
Requirements:
  1. Previous experience in a customer support or customer service role is preferred.
  2. Excellent verbal and written communication skills with the ability to convey information clearly and concisely.
  3. Strong problem-solving and decision-making abilities, with the capacity to think quickly and provide effective solutions.
  4. Exceptional interpersonal skills and a friendly, patient, and empathetic demeanor when dealing with customers.
  5. Ability to multitask and prioritize effectively in a fast-paced environment, while maintaining attention to detail and meeting deadlines.
  6. Proficient in using CRM software and other relevant tools to manage customer interactions and maintain accurate records.
  7. Solid computer literacy, including proficiency in MS Office applications.
  8. Flexibility to work in shifts, including evenings, weekends, and holidays, as customer support may be required during these times.
  9. Strong team player with the ability to collaborate effectively with colleagues across departments.
  10. A strong commitment to delivering exceptional customer service and ensuring customer satisfaction.

Location: DHA Phase 8, Lahore

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