Customer Care Specialist

2 weeks ago

Lahore, Punjab, Pakistan People Perfect Full time

Job Overview:

We are seeking a Customer Care Specialist to manage customer calls, emails, and chats while ensuring timely resolutions and strong satisfaction levels. The role involves documenting interactions, assisting with product-related issues, and escalating complex cases when required. It also contributes to process improvements by identifying recurring customer concerns and needs.

Job Description:

  • Answer all incoming calls, emails and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
  • Handle customer complaints and concerns with empathy, patience and professionalism, striving to resolve issues efficiently and to the customer's satisfaction, achieving customer feedback of 80% or above.
  • Systematically understand and clearly document technical issues and assist customers with product-related challenges, escalating complex cases to senior team members when needed, keeping customers properly informed.
  • Accurately document all customer interactions, including concerns, resolutions and feedback.
  • Stay informed about product updates, attend all related training programs, and provide accurate and helpful information to customers.
  • Act as a point of contact for all customer issues and assign priority as per the decided SOPs.
  • Ensure that escalated cases are handled efficiently, following up as needed to ensure customer satisfaction.
  • Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
  • Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also addressing repeated issues and flows that are confusing for customers.
  • Continuously improve personal skills and knowledge by participating in training programs.

Education and Experience:

  • Bachelor's degree (minimum requirement). BBA/BBIT, BCom (H), BSc/BS (H), BCom/BA.
  • 1.5+ Years of relevant experience (Call Centre Experience will be preferred)

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