Dedicated Consumer Advocate

4 hours ago

Lahore, Punjab, Pakistan beBeeCustomerService Full time 4,000,000 - 6,500,000
Consumer Care Representative

Assist consumers through various communication channels, ensuring timely and accurate responses.

Key Responsibilities:
  • Consumer Interaction: Handle consumer inquiries and complaints via phone, email, and chat.
  • Problem Resolution: Diagnose consumer issues and provide effective solutions, escalating complex problems to the appropriate department if needed.
  • Product Knowledge: Maintain a thorough understanding of products and services to provide accurate information to consumers.
  • Consumer Records Management: Update and manage consumer account information, documenting all interactions accurately.
  • Feedback Collection: Gather and report consumer feedback to improve products and services.
  • Surveys and Data Entry: Execute daily assigned surveys and record accurate information in relevant databases.
  • Ad-Hoc Tasks: Implement activities assigned by internal stakeholders with complete record management.
  • Process Transactions: Handle orders, returns, and exchanges efficiently.
  • Relationship Building: Develop and maintain positive relationships with consumers and internal collaborators through effective communication and follow-up.
  • Performance Metrics: Achieve personal and team targets for call handling, consumer satisfaction, and other key performance indicators.
  • Continuous Improvement: Participate in training and development activities to enhance skills and knowledge.
Required Skills and Qualifications

Experience:

  • At least 1 year of contact center experience.
  • Inbound and outbound consumer service experience.
  • Experience in FMCG sales is preferred.
  • Customer service oriented.
  • Ability to adjust to digital advancements.
  • Issue resolution skills.
  • Experience in Hubspot, Gensys, and relevant CRM systems.
  • Ability to manage script-led interactions.
  • Excellent communication skills to build relationships and provide guidance.

Technical Skills:

  • Advanced English level and neutral accent with clear communication skills.
  • Intermediate Excel skill.
  • Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels.
  • Technical troubleshooting: Basic understanding of products or services to assist consumers with technical issues.
  • Active listening: Fully concentrating, understanding, and responding to consumer needs.
  • Conflict resolution: Managing and resolving consumer complaints in a calm and professional manner.
  • Empathy: Understanding and sharing the feelings of consumers to provide personalized support.
  • Adaptability: Ability to adjust to different consumer personalities and changing situations.

Education and Certifications:

  • A bachelor's degree in a business field.
What We Offer You

Competitive Rewards:

  • Market-leading annual performance bonus (subject to eligibility).
  • Range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and flexible holiday plans with additional incentives.

Personal Development Opportunities:

  • Access to online learning platforms and personalized growth programs to nurture leadership skills.
  • Opportunity to prioritize continuous improvement within a transformative environment, preparing for ongoing changes.

Join Our Team

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