Customer Services Executive

5 days ago

Lahore, Punjab, Pakistan H-Verse Group of Companies Full time 1,200,000 - 1,920,000 per year
  • Answering questions about products, services, policies, pricing, delivery, etc., via phone, email, live chat or social media.
  • Providing accurate, timely, and helpful information.
  • Listening to customer complaints, identifying the problem, proposing solutions, following up until the issue is resolved.
  • Escalating complex or unresolved issues to higher departments or management.
  • Processing orders, returns, exchanges, refunds as per company policies.
  • Tracking orders, deliveries, ensuring customer gets what was promised.
  • Maintaining accurate logs of customer interactions, transactions, complaints, etc. using CRM or ticketing systems.
  • Updating customer information, ensuring customer database is current.
  • Collecting feedback from customers (surveys, direct feedback) about satisfaction, product issues etc.
  • Suggesting improvements to products, services, processes based on feedback.
  • Working with other departments (sales, logistics, technical support, billing etc.) to address customer needs, fix issues.
  • Escalating internal issues that affect customers.
  • Following company guidelines, standard operating procedures (SOPs), service level agreements (SLAs).
  • Ensuring compliance with legal, regulatory, data privacy standards.
  • Achieving KPIs (response time, resolution time, customer satisfaction scores etc.).
  • Preparing reports for management on customer issues, service metrics, and trends.
  • Keeping updated with product/service features, company offerings, promotions etc., so as to provide correct information.
  • Suggesting additional products or upgrades if relevant, when interacting with customers.
  • Sometimes helping onboard new team members; sharing best practices; mentoring juniors.
  • Call daily visited clients of all showroom - Call delivery clients next day of delivery and after 2 weeks and then again after a month of delivery - Call delay in delivery ETA clients daily - Make general calls to all clients about experiences - call product complaints clients once complain is resolved

Job Type: Full-time

Pay: Rs70, Rs80,000.00 per month

Education:

  • Bachelor's (Preferred)

Work Location: In person

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