Customer Support Specialist

3 days ago


Lahore, Punjab, Pakistan Rocktech Digital Full time
Job Summary

Rocktech Digital is seeking a skilled Customer Support Representative to provide exceptional service to our customers. This role is critical in building and maintaining strong relationships with our customers, understanding their needs, and acting as their advocate within the company.

Key Responsibilities:
  1. Customer Inquiries: Respond to customer inquiries and requests through various channels, including email, chat, and phone. Provide accurate information about products/services, features, and policies.
  2. Troubleshooting: Troubleshoot technical issues that customers may encounter. Collaborate with the development team to resolve complex issues.
  3. Complaint Resolution: Manage customer complaints and concerns. Work to find solutions that satisfy customers while aligning with company policies.
  4. Documentation: Accurately document customer interactions, including any issues raised and how they were resolved.
  5. Collaboration: Work closely with the development team to provide feedback on customer issues and help improve the overall customer experience.
  6. Product Updates: Stay up-to-date on product updates and new features. Communicate changes effectively to customers.
Requirements:
  1. Experience: Previous experience in a customer support or customer service role is preferred.
  2. Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and concisely.
  3. Problem-Solving: Strong problem-solving and decision-making abilities with the capacity to think quickly and provide effective solutions.
  4. Interpersonal Skills: Exceptional interpersonal skills and a friendly, patient, and empathetic demeanor when dealing with customers.
  5. Time Management: Ability to multitask and prioritize effectively in a fast-paced environment, while maintaining attention to detail and meeting deadlines.
  6. CRT Software: Proficient in using CRM software and other relevant tools to manage customer interactions and maintain accurate records.
  7. Computer Literacy: Solid computer literacy, including proficiency in MS Office applications.
  8. Flexibility: Flexibility to work in shifts, including evenings, weekends, and holidays, as customer support may be required during these times.
  9. Team Player: Strong team player with the ability to collaborate effectively with colleagues across departments.
  10. Customer Commitment: A strong commitment to delivering exceptional customer service and ensuring customer satisfaction.


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