Technical Liaison Specialist

6 days ago


Lahore, Punjab, Pakistan TechSea Full time
Job Role:

The Customer Support Specialist position at TechSea involves serving as the primary point of contact for our clients. This role requires strong communication and problem-solving skills to handle customer inquiries, resolve issues, and process orders efficiently.

Responsibilities:
  • Handle customer inquiries, complaints, and escalations via Zendesk and other channels.
  • Ensure timely and effective resolution of customer issues, maintaining high satisfaction levels.
  • Monitor and respond to support tickets, ensuring prompt follow-up and resolution.
  • Maintain high customer retention by addressing concerns and providing proactive solutions.
  • Process Reverse Recruiting and Resume Writing orders, including sending welcome messages and onboarding customers, manually creating orders in customer portals, assigning tasks to the Reverse Recruiting and Resume Writing teams, and sending welcome messages through portal chat to maintain consistent communication.
  • Track unresponsive customers, following up via phone to encourage engagement.
  • Manage dispute resolution by addressing refund cases, order issues, and customer complaints.
  • Update and maintain the refund tracking sheet for accurate record-keeping.
  • Collaborate with internal teams to resolve disputes efficiently and minimize refund requests.
  • Prepare order summaries and case reports for the Customer Support Manager to review refund and dispute cases.
  • Coordinate and resolve customer and department inquiries across Slack channels, ensuring smooth collaboration between teams.
  • Work closely with the Reverse Recruiting and Resume Writing departments to ensure seamless operations.
  • Monitor and update customer information accurately in ClickUp.
  • Draft communication emails aimed at streamlining the Reverse Recruiting process and improving the overall customer experience.


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