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Customer Care Support Agent

2 weeks ago

Karachi ShahraEFaisal, Pakistan ifcondestion business tower, shamci society, karachi Full time 400,000 - 500,000 per year

Job Title: Customer Care Support Agent

Department: Customer Service

Reports to: Team Leader / Manager

Work Schedule: Rotational Shifts (24/7 Operation), 6 days a week

Job Overview:

We are seeking dedicated and well-spoken Customer Care Support Agents to join our dynamic 24/7 team. You will be the first point of contact for our customers, providing outstanding service and support. This role is critical in maintaining our company's reputation for excellence and ensuring a positive customer experience at all times.

Key Responsibilities:

· Handle a high volume of inbound calls, emails, and chats in a professional and timely manner.

· Provide accurate information regarding products, services and company policies.

· Efficiently troubleshoot and resolve customer issues, complaints, and queries at the first point of contact whenever possible.

· Process forms, applications, and requests accurately using the company's CRM system.

· Identify and escalate priority issues to the relevant departments to ensure swift resolution.

· Maintain detailed and accurate records of all customer interactions and transactions.

· Meet or exceed individual performance targets related to call quality, customer satisfaction (CSAT), average handle time, and first-call resolution.

· Adhere to all company policies, scripts, and procedures.

Required Qualifications and Skills:

· Excellent Command of the English Language: Must be well-spoken with clear articulation, a neutral accent, and impeccable grammar.

· Availability: Must be fully available to work rotational shifts, including nights.

· Customer Focus: A genuine passion for helping people and a strong customer-centric approach.

· Communication Skills: Exceptional active listening and verbal communication skills.

· Problem-Solving: Ability to think quickly, assess situations, and provide effective solutions.

· Resilience & Composure: Ability to remain calm, patient, and professional under pressure, especially when dealing with difficult customers.

· Computer Literacy: Proficiency in using computers, navigating multiple software systems simultaneously, and basic typing skills.

· Team Player: Ability to work effectively both independently and as part of a team.

· Minimum Education: High school diploma or equivalent is required. A university degree is a plus.

Preferred Experience:

· Previous experience in a call centre or customer-facing role is highly advantageous.

· Experience with CRM software (e.g., Salesforce, Zendesk) is a plus.

What We Offer:

· Competitive salary and performance-based incentives.

· Comprehensive training and ongoing support.

· Opportunities for career growth and advancement.

Location: KARACHI NEAR AIRPORT

Job Type: Full-time

Pay: Rs40, Rs50,000.00 per month

Location:

  • Karachi Shahra-E-Faisal (Preferred)

Work Location: In person