Customer Experience Specialist

3 days ago

Karachi, Sindh, Pakistan beBeeManagement Full time 8,000,000 - 12,000,000

Job Overview:

This role involves overseeing a team of customer service representatives in a remote setting, focusing on delivering exceptional customer experiences for USA and Canada customers.

Key Responsibilities:

  • Team Leadership: Supervise, train, and mentor a team of Pakistan-based CSRs to deliver high-quality customer service, ensuring adherence to brand standards.
  • Customer Interaction Management: Oversee handling of customer inquiries, complaints, and order issues for knitted apparel, ensuring timely and effective resolutions.
  • Process Optimization: Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
  • Escalation Handling: Address escalated customer issues, maintaining a professional and customer-centric approach.
  • Cross-Cultural Communication: Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment.

Requirements:

  • Experience: Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce.
  • Industry Knowledge: Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.
  • Leadership: Proven ability to lead, motivate, and manage a team in a remote, fast-paced environment.
  • Communication: Exceptional verbal and written English communication skills.
  • Technical Skills: Proficiency in CRM systems, e-commerce platforms, and Microsoft Office Suite.

Work Environment:

  • Remote Role: Based in Pakistan, managing a remote team with regular virtual communication with USA/Canada teams.
  • Tools Provided: Access to CRM software, communication platforms, and training resources.

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