Call And Chat Support CSR

Job Overview

We are looking for a versatile Customer Service Representative to join our support team. In this role, you will be the primary point of contact for our customers, providing high-quality assistance through both inbound/outbound calls and real-time live chat. The ideal candidate is a master multitasker who can maintain a professional tone in writing while providing a warm, empathetic presence over the phone.

Key Responsibilities Call Support (Voice)

• Handle inbound calls with a friendly and professional demeanor.
• Practice active listening to identify customer needs and provide accurate solutions.
• De-escalate frustrated callers using patience and conflict-resolution skills.
• Make outbound follow-up calls to ensure issues are resolved to the customer's satisfaction.

Chat Support (Digital)

• Manage 3–4 concurrent chat sessions without compromising quality or response time.
• Provide clear, concise, and grammatically correct written instructions.
• Use "canned responses" (templates) efficiently while personalizing them to avoid sounding robotic.
• Guide customers through website navigation or technical troubleshooting steps in real-time.

General Operations

• Documentation: Accurately log all interactions (calls and chats) in the CRM system.
• Product Expertise: Maintain up-to-date knowledge of company products, services, and policies.
• Escalation: Identify and route complex issues to the appropriate department (Technical Support, Billing, etc.).
• Feedback: Identify recurring customer pain points and report them to management to improve the user experience.

Job Type: Full-time

Pay: Rs70,000.00 - Rs80,000.00 per month

Application Question(s):

• Are you available 12PM TO 9PM MONDAY TO SATURDAY?

Education:

• Bachelor's (Preferred)

Experience:

• CSR: 2 years (Preferred)

Language:

• English (Preferred)

Location:

• Lahore Johar Town (Preferred)

Work Location: In person