Posted Mar 29, 2025 315 views Report Job
- Answer all incoming calls, emails and chats promptly and professionally, addressing inquiries and resolving issues in a timely manner with 70% first-call resolutions and within decided call resolution times.
- Handle customer complaints and concerns with empathy, patience and professionalism, striving to resolve issues efficiently and to the customers satisfaction achieving customer feedback of 80% or above.
- Systematically understand and clearly document technical issues and assist customer with product-related challenges, escalating complex cases to senior team members when needed keeping customers properly informed.
- Accurately document all customer interactions, including concerns, resolutions and feedbacks.
- Stay informed about product updates attending all related training programs to provide accurate and helpful information to customers.
- Act as a point of contact for all customer issues and assign priority as per decided SOPs.
- Ensure that escalated cases are handled efficiently following up as needed to ensure customer satisfaction.
- Identify opportunities to improve existing processes and procedures to enhance overall efficiency and customer experience.
- Engage with customers to proactively identify their needs and offer solutions that drive satisfaction while also providing repeated issues and flows that are confusing for customers.
- Continuously improve personal skills and knowledge by participating in training programs.
Education and Experience:
- Bachelors degree (minimum requirement). BBA/BBIT, BCom (H), Bsc/BS (H), BCom/BA.
- 1.5+ Years of relevant experience (Call Centre Experience will be preferred)
Job Details
Professional Employers (Pvt) Ltd
PEOPLE delivers business, strategic and human capital solutions, which give a new life to your business and take your organization to a new growth trajectory. Our unique approach helps ensure that all levels of the organization work together to create an innovative, talent-powered organization, cutting out redundancies, ultimately helping our clients to achieve excellence in what they do.
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