Customer Service Representative

1 day ago

Lahore, Punjab, Pakistan Double Shot Full time 1,200,000 - 2,400,000 per year

Company Description

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Role Description

This is a full-time, on-site role for a Customer Service Representative located in Lahore. The Customer Service Representative will be responsible for addressing customer inquiries, resolving customer issues, ensuring customer satisfaction, and providing a positive customer experience. Day-to-day tasks include handling customer support requests via phone, email, and in-person, maintaining accurate records of customer interactions, and collaborating with other team members to improve service quality. The representative will also be expected to offer product knowledge and assist customers in navigating the company's offerings.

Qualifications

  • Answer incoming calls on the UAN and other support lines in a courteous and efficient manner.
  • Respond to customer inquiries about menu items, orders, locations, offers, and services.
  • Record and resolve complaints or route them to the concerned branch or department.
  • Log all customer calls and complaints in the
    Customer Query Management Sheet/System
    .
  • Track complaint resolution timelines (e.g., within 24–48 hours).
  • Generate weekly reports highlighting recurring customer issues or operational bottlenecks.
  • Ensure brand consistency in communication, adhering to Double Shot's service standards.
  • Gather customer feedback and escalate suggestions for product or service improvement.
  • Work closely with the
    Quality Assurance team
    to forward and verify customer complaints.
  • Liaise with
    Operations and Delivery staff
    to confirm order statuses and ETAs.
  • Update HR/Operations on high-priority or reputational complaints immediately.

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