Customer Support and Service Expert

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
Job Description

Responsibilities:

  • Provide prompt and professional support to customers via phone, email, and live chat, addressing inquiries about POS systems, payment systems, digital menus, Cartzie services, and related hardware.
  • Resolve customer issues efficiently, ensuring high satisfaction and retention.
  • Build and maintain strong relationships with clients by understanding their business needs and offering tailored solutions. Assist Account Managers with maintaining customer accounts and ensuring clients receive top-tier service.
  • Troubleshoot technical problems related to software, hardware, and integrations with back-office systems.
  • Collaborate with internal teams to resolve complex issues and escalate when necessary.
  • Educate potential and existing clients on product features, benefits, and usage to encourage upselling opportunities. Support the sales team with onboarding new clients and ensuring a smooth transition to operational use.
  • Document all customer interactions in the CRM system.
  • Provide feedback to the product and support teams regarding common issues or potential areas for improvement. Oversee and manage all aspects of the onboarding process for new customers, ensuring a seamless and efficient experience. Proactively ensure that customers participate in onboarding training sessions to maximize their understanding and use of the platform.
  • Maintain regular communication with customers, providing timely assistance and resolving any issues related to Insights.
  • Collaborate with or escalate to other support team members when necessary to address customer concerns, ensuring an excellent onboarding experience and strong customer satisfaction.
  • Ensure the initial setup of Insights and mPOS systems is completed thoroughly, accurately, and without errors.]

Qualifications

Experience:

  • Previous experience in call center support, account management, or customer service, preferably within the tech or retail sector.

Skills:

  • Proficient in English (spoken and written).
  • Fluency in Hindi and Urdu is highly preferred to cater to diverse customer needs.
  • Strong problem-solving and communication skills.
  • Ability to work under pressure and manage multiple priorities effectively.

Technical Knowledge:

  • Familiarity with POS systems, payment solutions, digital menus, and business software preferred.
  • Basic troubleshooting skills for hardware and software-related issues preferred.

Education:

  • High school diploma or equivalent required; Preferred Degrees in: Business, Commerce, or Finance.

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