Customer Experience Associate

3 days ago


Karachi, Sindh, Pakistan Al Madiha Enterprises Full time

We are seeking a highly experienced Customer Experience Associate to serve as the liaison between our company and its current and potential clients.

Key Responsibilities

  1. Inbound Customer Support
    • Handle incoming customer calls with professionalism and empathy.
    • Listen to customer inquiries, concerns, and complaints attentively.
    • Provide accurate information and assistance to resolve customer issues.
    • Escalate complex or unresolved matters to appropriate teams or supervisors.
    • Maintain a high level of customer satisfaction through effective communication.
  2. On-Screen Support
    • Utilize computer systems and software to access customer accounts and relevant information.
    • Assist customers with online transactions, account management, and technical issues.
    • Troubleshoot and guide customers through web-based applications and services.
    • Educate customers on using self-service tools and resources effectively.
  3. Data Entry and Documentation
    • Accurately record customer interactions, issues, and resolutions in the CRM system.
    • Maintain detailed and organized customer records for future reference.
    • Generate reports on customer service metrics and performance as required.
  4. Product Knowledge
    • Stay up-to-date with our company's products, services, and policies.
    • Continuously expand your knowledge to better assist customers with their inquiries.
  5. Team Collaboration
    • Collaborate with colleagues, supervisors, and other departments to resolve customer issues.

Requirements

  • At least 1 year of Customer Service experience.
  • Bachelor's Degree or A-Levels.
  • Proficiency in MS Office.
  • Excellent English Communication skills.
  • Flexibility to work USA Shift Timings (any 9 hours between 5 pm to 4 am PST).

Benefits

  • Competitive Salary
  • Fuel Card and Company-provided transport
  • Health Insurance (including OPD + IPD, Dental, and Parental Coverage)
  • Paid Leaves and Provident Fund
  • Professional Development Opportunities
  • EOBI
  • Flexible working hours (5 or 6 days/Week)
  • In-house Gym
  • Life Insurance

Working Hours

7.00PM - 4.00AM (PST)



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