Customer Experience Specialist

8 hours ago


Lahore, Punjab, Pakistan People Full time

About the Job

Customer Care Specialist Summary:

  • We are seeking a skilled Customer Care Specialist to join our team. As a Customer Care Specialist, you will be responsible for delivering exceptional customer service by responding to inquiries, resolving issues, and addressing customer complaints in a timely and professional manner.
Key Responsibilities
  • Respond to all incoming calls, emails, and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
  • Handle customer complaints and concerns with empathy, patience, and professionalism, striving to resolve issues efficiently and to the customer's satisfaction, achieving customer feedback of 80% or above.
  • Systematically understand and clearly document technical issues and assist customers with product-related challenges, escalating complex cases to senior team members when needed, keeping customers properly informed.
  • Accurately document all customer interactions, including concerns, resolutions, and feedback.
  • Stay informed about product updates by attending all related training programs to provide accurate and helpful information to customers.
  • Act as a point of contact for all customer issues and assign priority as per decided SOPs.
  • Ensure that escalated cases are handled efficiently, following up as needed to ensure customer satisfaction.
  • Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
  • Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also addressing repeated issues and flows that are confusing for customers.
  • Continuously improve personal skills and knowledge by participating in training programs.
Requirements
  • Bachelor's degree (minimum requirement). BBA/BBIT, BCom (H), BSc/BS (H), BCom/BA.
  • 1.5+ years of relevant experience (Call Centre experience will be preferred).


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