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Customer Service Representative

2 weeks ago

Lahore, Punjab, Pakistan Digital Aimz Limited Full time $40,000 - $60,000 per year

Job Description:

We are seeking a skilled and experienced Customer Service Representative (CSR) with a background in the Software industry and proficiency in English communication through chat and email channels. As a CSR, you will play a crucial role in providing exceptional customer support and ensuring client satisfaction for our software products and services.

Responsibilities:

. Serve as the primary point of contact for client inquiries, technical support and assistance via chat and email channels, ensuring prompt and effective resolution of customer issues.

. Utilize your expertise in software products and services to address client questions, troubleshoot technical problems, and provide clear and concise explanations and instructions.

. Build and maintain strong relationships with clients, understanding their needs, preferences, and challenges to deliver personalized support and enhance overall customer satisfaction.

. Collaborate closely with the technical support team to escalate and resolve complex client issues, ensuring timely resolution and effective communication with clients throughout the process.

. Provide product demonstrations and training sessions to clients via chat and email, helping them understand and utilize our software solutions efficiently.

. Document all customer interactions, inquiries, and resolutions accurately in our CRM system, ensuring comprehensive and up-to-date records for future reference and analysis.

. Stay informed about product updates, new features, and industry trends to effectively support clients and provide guidance on best practices for using our software products.

. Identify opportunities for upselling and cross-selling additional products or services to existing clients, working closely with the sales team to maximize revenue opportunities.

. Collaborate with the marketing team to gather customer feedback, testimonials, and case studies for use in marketing materials and campaigns.

. Contribute to the continuous improvement of customer service processes, policies, and procedures to enhance overall efficiency and effectiveness.

Requirements:

. You will be required to work five days onsite in the office and on Saturdays and Sundays you will work remotely, primarily to respond to customer inquiries and provide necessary support.

. Bachelor's degree in Computer Science, Information Technology, Business Administration or a related field.

. Previous experience 2 to 3 years in a customer service or support role within a software house or technology company, with demonstrated proficiency in English communication via chat and email.

. Strong technical aptitude and understanding of software applications, databases and IT infrastructure.

. Excellent written communication skills in English with the ability to articulate technical concepts and solutions clearly and effectively in chat and email correspondence.

. Proven track record of delivering exceptional customer service and support with a focus on building rapport with clients and driving customer satisfaction.

. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

. Strong problem-solving skills with the ability to troubleshoot and resolve customer issues independently or with cross-functional teams.

. Proficiency in CRM software Microsoft Office Suite and other customer support tools.

. Ability to work independently and collaboratively as part of a team, with a positive attitude and a willingness to learn and adapt.

. Strong attention to detail with a commitment to accuracy and quality in all customer interactions and documentation.

We invite you to apply for this exciting opportunity. Please submit your resume at

Best Regards,

Digital Aimz