Customer Support Specialist

4 days ago

Islamabad, Islamabad, Pakistan PHI CONSULTING SMC PVT LIMITED Full time 900,000 - 1,200,000 per year

About The Role:

We are seeking a detail-oriented and customer-focused Customer Support Representative to join our team in the fleet card services sector. This role is vital in delivering exceptional support through multi-channel platforms (voice and non-voice) while maintaining a high level of customer satisfaction.

Key Responsibilities:

  • First Contact Resolution: Provide swift and effective resolutions to customer inquiries,
  • ensuring first contact resolution (FCR).
  • Customer Satisfaction: Prioritize customer satisfaction by delivering a high level of
  • service, going above and beyond to ensure positive interactions.
  • Multi-Channel Support: Handle customer queries through multiple channels, including
  • phone, email, and live chat, ensuring consistent service quality across voice and
  • non-voice platforms.
  • Service Level Agreement (SLA) Management: Monitor and meet predefined SLAs,
  • ensuring timely responses and resolutions in line with company standards.
  • CRM Proficiency: Use CRM tools (e.g., Salesforce, Zendesk) to log, track, and manage
  • customer interactions, maintaining up-to-date and accurate records.
  • Escalation Management: Escalate more complex issues to higher-level support or
  • management when necessary, ensuring a smooth handoff and swift resolution.
  • Product Knowledge: Maintain comprehensive knowledge of fleet card services, products,
  • and policies to provide informed support and guidance to customers.
  • Customer Feedback: Collect and report customer feedback to help the company improve
  • its fleet card services and customer support processes.

Requirements:

  • 1-2 years of experience preferred in customer support, preferably in the fleet card,
  • financial services, or similar industry.
  • Proven ability to achieve first-contact resolution and deliver high levels of customer
  • satisfaction. Proficiency in handling multi-channel support (voice and non-voice) and
  • using CRM tools.
  • Excellent verbal and written communication skills.
  • Strong organizational skills and ability to manage time effectively.
  • A bachelor's degree in Business, Communication, or a related field is a plus.
  • Customer-first attitude with an ability to maintain composure under pressure.

Job Type: Full-time

Application Question(s):

  • This is a Hybrid Role. Are you comfortable working at least one to two days a week from the office?

Language:

  • English (Required)

Location:

  • Islamabad (Required)

Work Location: In person

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