Customer Service Representative

4 days ago


Lahore, Punjab, Pakistan Xref Full time
Job Description

Xref is a global HR and recruitment technology company that empowers organisations with people-focused feedback to make informed decisions. Our automated reference, pulse, and exit surveys help businesses recruit, retain, and remember their people effectively.

We are a global, ASX-listed company with users in 195 countries. When you work with Xref, you collaborate with a vast array of clients from diverse backgrounds. Our users appreciate our technology solution and workplace culture, which values innovation and employee contributions.

The role of Customer Support Consultant at Xref plays a vital part in delivering exceptional customer service and basic technical support to candidates, referees, and clients. As part of our 24-hour global support model, support is provided via email.

This is a junior or entry-level position, where you will closely collaborate with the sales and account management teams to drive platform usage and support client renewals, ensuring long-term success and engagement with Xref.

Responsibilities include:

  • Providing first-level technical support to candidates, referees, and smaller, entry-level clients.
  • Aiming for prompt resolution of logged cases within 2 hours.
  • Collaborating with Customer Success Consultants across Xref's global offices to maintain a 24-hour international support system.
  • Monitoring and identifying platform issue trends, logging them for product development improvements.
  • Managing complaint resolution, escalating issues when necessary to ensure swift and effective outcomes.
  • Driving user adoption and engagement by delivering product education and support.
  • Identifying key contacts and users transitioning to new companies, creating opportunities for client referrals and new sales prospects.

Required Skills and Qualifications

  • A recent graduate looking for an entry-level role or an individual with around one year of experience in a customer support/customer service role.
  • A customer-centric individual passionate about delivering high standards of service to clients.
  • Strong communication skills, both written and verbal, with a strong command of the English language, including excellent spelling and grammar.
  • Quick to acquire product knowledge and adept at identifying new opportunities benefiting both Xref and clients.
  • Demonstrates proficiency with computer systems, ensuring efficient task execution and seamless operations.
  • Thrives in a collaborative team environment, valuing teamwork and contributing to collective success.
  • Meticulous attention to detail, ensuring accurate logging of notes and prompt case resolution.


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