Customer Escalation Specialist

3 days ago

Karachi ShahraEFaisal, Pakistan Eminent4U Full time 1,200,000 - 1,800,000 per year

About Eminent4U Private Limited:

Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.

Job Purpose:

As a Customer Escalation Specialist at Eminent4U Private Limited, you are pivotal in fostering excellent customer relations and maintaining the integrity of our services. Your role involves direct interaction with customers to resolve issues, retain clients, and enhance overall satisfaction.

Responsibilities:

  • Receive and investigate customer inquiries, complaints, and issues through various communication channels.
  • Provide timely and effective resolutions to customer concerns, ensuring customer satisfaction.
  • Professional Letter and Email Writings to resolute the complaints and queries as per FCA protocols.
  • Communicate with customers professionally and empathetically, actively listening to their needs and concerns.
  • Clearly explain solutions, policies, and procedures to customers.
  • Analyze customer issues to identify root causes and recommend solutions.
  • Collaborate with other departments to resolve complex problems.
  • Maintain detailed records of customer interactions, complaints, and resolutions.
  • Ensure that customer information is accurate and up to date in the database.
  • Identify trends and recurring issues and suggest process improvements to prevent future problems.
  • Work with the team to streamline customer resolution procedures.
  • Collect and document customer feedback and suggestions for product or service improvement.
  • Share valuable customer insights with the appropriate departments.
  • Educate customers about products, services, and features to optimize their experience
  • Provide information on policies and procedures when necessary.

Competency and Qualifications:

  • Demonstrates a genuine commitment to meeting customer needs and providing a positive customer experience.
  • Identifies and resolves customer issues effectively.
  • Communicates with customers clearly, professionally, and empathetically.
  • Shows understanding and compassion towards customers' concerns and issues.
  • Adapts to varying customer needs and challenges.
  • Ensures accurate record-keeping and issue resolution.
  • Works effectively with team members and other departments.
  • High school diploma or equivalent (Bachelor's degree preferred).
  • At least two years of experience in customer service or a related role.
  • Strong customer service and conflict resolution skills.
  • Excellent communication skills, both verbal and written.
  • Empathetic and patient, with a customer-centric approach.
  • Proficiency in using customer service software and databases.

Why Join Eminent4U Private Limited?

  • Handsome Pay along with other fringe benefits.
  • Opportunity to work in a dynamic and inclusive environment focused on professional growth and employee satisfaction.
  • Afternoon Shifts: 01:00 pm till 09:30 pm | 02:00 pm till 10:30 pm PST with alternate weekends off.

Job Type: Full-Time | Permanent

Experience: at least 2-3 years of experience in similar capacity

Salary: Up to PKR 150,000 per month

Location: PECHS, Block-6, Karachi.

Email:

Job Type: Full-time

Pay: Up to Rs150,000.00 per month

Work Location: In person

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