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Customer Experience Specialist

4 weeks ago

Lahore, Punjab, Pakistan Mindbridge Full time

Who We Are

We are Pakistan's largest English language-based outsourcing company and specialize in managing customer care services and back-office processes for global leaders in technical support, banking, telecom, transportation, and retail. Through world-class human resources, a strong management focus, dedicated business units, and a comprehensive financial platform, we ensure client satisfaction and continue solidifying ourselves as our country's industry leader. At Mind Bridge, we continue to pride ourselves on our process efficiencies and quality-conscious philosophy, which have led to a continuous and growing engagement with industry-leading enterprises across the globe.

The Job

As a Customer Experience Specialist, you will act as a liaison, provide product/services information, answer questions on chat or email, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

What we offer:

  • Highest salary package for Non-Voice Customer Support: up to PKR 150,000
  • No sales or monthly targets
  • Medical Insurance
  • Leave Encashment
  • On job training
  • State-of-the-art infrastructure
  • Annual Increment
  • Employee engagement & appreciation programs

Responsibilities:

  • Manage incoming chats/emails
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Qualifications:

  • A-Levels/Intermediate
  • Natural instinct to empathize with users
  • Excellent verbal and written communication skills
  • Native or bilingual spoken and written English skills
  • Detail-oriented

We pride ourselves on being an equal opportunity employer, dedicated to fostering diversity and inclusion.

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