CSR

Job Purpose

The CSR is responsible for managing customer interactions in a professional, efficient, and courteous manner. This includes responding to inquiries, resolving issues, processing orders, and providing product or service information. The CSR acts as the primary liaison between the company and its customers to ensure a positive customer experience, high satisfaction, and loyalty.

Key Responsibilities1. Customer Interaction & Support

• Handle inbound calls, emails, live chats, and in-person queries.
• Provide accurate product, service, and policy information.
• Resolve customer complaints, concerns, and inquiries promptly.
• Follow up with customers to ensure complete satisfaction.

2. Order Management

• Process sales orders, returns, and exchanges in the system.
• Coordinate with warehouse, logistics, and sales teams for timely deliveries.
• Monitor order status and proactively update customers.

3. Complaint Handling & Resolution

• Log complaints into the CRM system with complete details.
• Investigate issues and provide solutions within the company’s policy.
• Escalate complex or unresolved cases to the supervisor or relevant department.

4. Customer Relationship Management

• Maintain updated customer profiles in the CRM database.
• Track customer interactions for service history and preferences.
• Assist in loyalty programs, special offers, and feedback collection.

5. Cross-Department Coordination

• Work closely with sales, marketing, accounts, and logistics teams.
• Ensure smooth flow of communication for customer-related tasks.
• Participate in cross-functional meetings to address recurring customer issues.

6. Performance Tracking & Reporting

• Achieve individual and team KPIs for response time, resolution rate, and satisfaction score.
• Prepare daily, weekly, and monthly reports on customer service performance.
• Suggest process improvements for enhanced service quality.

7. Policy & Procedure Compliance

• Follow company policies, SOPs, and scripts while handling customers.
• Stay updated with product knowledge, promotions, and policy changes.
• Ensure compliance with legal and ethical customer handling standards.

Skills & Competencies Required

• Excellent verbal and written communication skills (English & Urdu).
• Strong listening and problem-solving skills.
• Ability to work under pressure in a fast-paced environment.
• Customer-oriented mindset with patience and empathy.
• Good computer skills, including MS Office and CRM systems.

Qualifications & Experience

• Education: Bachelor’s degree (preferred) or Intermediate with relevant experience.
• Experience: Minimum 3-5 years in customer service, call center, or related roles.
• Knowledge of sales processes and order management systems is a plus.

Key Performance Indicators (KPIs)

• Average Response Time.
• First Contact Resolution Rate.
• Customer Satisfaction Score (CSAT).
• Order Accuracy Rate.
• Complaint Resolution Time.

Job Type: Full-time

Pay: Rs40,000.00 - Rs60,000.00 per month

Work Location: In person