Customer Service Representative: Email Support

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Email Support Specialist

Job Summary:

We are seeking a highly skilled Email Support Specialist to join our customer success team. As an expert in written communication, you will be responsible for providing timely and accurate customer support through email platforms.

Key Responsibilities:

  1. Provide prompt and courteous support to customers via email, resolving issues and answering inquiries regarding products, services, billing, and technical support.
  2. Troubleshoot customer problems and guide them through processes.
  3. Maintain a deep understanding of the company's products, services, and policies to provide accurate and effective assistance.
  4. Identify issues that require further assistance and escalate them to the appropriate department when necessary.
  5. Accurately document customer interactions, issues, and resolutions in the company's CRM system, ensuring that records are up-to-date and complete.
  6. Follow up with customers when necessary to ensure their issues are resolved and that they are satisfied with the outcome.
  7. Work closely with other team members, team leaders, and other departments to share insights and ensure consistent service.
  8. Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
  9. Actively participate in training sessions, team meetings, and performance reviews to improve personal performance and stay updated on new product or policy changes.

Required Skills & Qualifications:

  1. An intermediate degree - bachelor's degree is a plus.
  2. 1-2 years of experience in a customer support role, preferably in a call center or similar environment, with a focus on written communication.
  3. Exceptional written communication skills with the ability to convey information clearly, concisely, and professionally.
  4. Strong ability to handle multiple customer conversations simultaneously in a fast-paced environment.
  5. Excellent critical thinking and problem-solving skills to troubleshoot and resolve customer issues.
  6. Ability to prioritize tasks effectively and manage time to ensure that all customer inquiries are addressed promptly.
  7. Proficiency in using CRM software and online chat platforms.
  8. Strong attention to detail in both written communication and data entry, ensuring accuracy and clarity.
  9. Ability to work both independently and collaboratively as part of a team.

Benefits:

  1. Competitive salary with performance-based bonuses.
  2. Access to professional development and training opportunities.
  3. Opportunities for career advancement and professional development.
  4. Recognition programs.

Work Environment:

You will be working in a dynamic environment with flexibility to work evenings, weekends, or holidays based on business needs.

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