Posted Jul 30, 2024 405 views
Key Responsibilities:
Customer Support:
- Provide prompt and professional responses to customer inquiries via phone, email, and chat.
- Assist authors with the self-publishing process, including formatting, submission, and distribution.
- Address and resolve customer complaints and issues efficiently and effectively.
Account Management:
- Manage customer accounts, ensuring accurate and up-to-date information.
- Guide customers through account setup and maintenance.
- Assist with payment and billing inquiries, ensuring clarity and transparency.
Problem Resolution:
- Investigate and resolve customer issues related to publishing services, quality, and delivery.
- Coordinate with other departments to find solutions to complex problems.
- Follow up with customers to ensure satisfactory resolution of issues.
Product Knowledge:
- Maintain a thorough understanding of the company’s self-publishing services, tools, and platforms.
- Provide accurate information and guidance to customers regarding products and services.
- Stay updated on industry trends and best practices to offer informed support.
Customer Relationship Management:
- Build and maintain strong relationships with customers, fostering loyalty and repeat business.
- Collect and analyze customer feedback to identify areas for improvement.
- Implement strategies to enhance customer satisfaction and retention.
Training and Education:
- Educate customers on the self-publishing process, tools, and resources available.
- Conduct webinars or training sessions to assist authors with the publishing journey.
- Develop and update support materials, such as FAQs, guides, and tutorials.
Data Management:
- Accurately log and document customer interactions and issues in the CRM system.
- Generate reports on customer support metrics and trends.
- Use data to identify common issues and recommend improvements to processes.
The selected candidate will be responsible;
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Carefully handle calls from the customers as per KPIs and solve their issues regarding billings.
Skills Required:
- Excellent communication skills, both written and verbal.
- Strong problem-solving skills and the ability to think critically.
- Proficiency in using CRM software and customer support tools.
- Ability to multitask and manage time effectively.
- Should be confident, a Team player Multi-tasking, and have Excellent verbal and written communication skills, along with an ability to work in teams under pressure.
- Identifying customers’ needs, providing information, and providing better solutions.
Skills and Competencies:
- Customer-focused and empathetic approach.
- Strong organizational and administrative skills.
- Ability to work independently and as part of a team.
- High level of patience and emotional intelligence.
- Attention to detail and accuracy.
- Proactive and solution-oriented mindset.
Future Growth and Benefits:
- Annual as well as fast-track promotion opportunities.
- Organization-sponsored certification facility
- Round-the-year training
- Performance-based incentives.
- Opportunity to be part of interviews and become an official trainer.
- Medical, provident fund, annual raise, leave encashment, etc.
- Friendly and motivated work environment.
- Selected Candidates will have to sign a contract of one year.
Auraq Publications is an equal-opportunity employer
Skills
Job Details
Auraq Publications
Auraq Publications is one of the Pakistan’s well-functioning publishing house. Our aim is to facilitate writers in getting their words out there. We believe that any writer can become an author as long as they have proper help and support from an established publishing organization. Auraq provides a platform which gives them the space to grow and allows them to excel in their writing career. We don’t lead the writers, rather we work as a team side by side. This spirit of Auraq has helped us to win the trust of writers not just in Pakistan but across the world.
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