CSR - Customer Service Representative

Job Description:

As a Customer Service Representative (CSR), you will play a vital role in ensuring excellent customer satisfaction and retention. Your primary responsibility will be to provide exceptional customer support to resolve inquiries, issues, and concerns promptly and courteously. You will act as the frontline communicator between the company and its customers, ensuring that their needs are met efficiently and effectively.

Responsibilities:

1. Customer Support: Respond promptly to customer inquiries via various channels such as phone, email, chat, or social media. Provide accurate and timely information, guidance, and assistance to resolve customer issues or concerns.

2. Troubleshooting: Diagnose and troubleshoot technical or service-related problems reported by customers. Utilize resources and tools to identify solutions and resolve issues to the customer's satisfaction.

3. Problem Resolution: Investigate and resolve customer complaints, escalating complex issues to the appropriate department or supervisor when necessary. Follow up with customers to ensure satisfactory resolution and maintain records of interactions for future reference.

4. Product Knowledge: Develop a deep understanding of the company's products or services to effectively address customer inquiries and provide relevant information or recommendations. Stay updated on product features, updates, and changes to accurately assist customers.

5. Customer Relationship Management: Build and maintain positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Proactively engage with customers to anticipate their needs and provide proactive assistance or support.

6. Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent delivery of high-quality customer service. Participate in training sessions and continuous improvement initiatives to enhance skills and knowledge.

7. Documentation: Maintain accurate and detailed records of customer interactions, transactions, inquiries, and complaints in the CRM system. Generate reports and analyze data to identify trends, patterns, and areas for improvement in customer service processes.

8. Team Collaboration: Collaborate effectively with cross-functional teams such as sales, marketing, and product development to address customer issues, share feedback, and contribute to the overall improvement of products and services.

9. Customer Feedback: Gather and relay customer feedback, suggestions, and complaints to relevant departments to drive product enhancements, process improvements, and service excellence.

10. Adaptability: Adapt to changing priorities, customer needs, and business requirements in a fast-paced environment. Remain flexible and responsive to emerging challenges or opportunities to ensure customer satisfaction and retention.

Qualifications:

- High school diploma or equivalent; bachelor's degree preferred.

- Proven experience in customer service or related field.

- Excellent communication skills, both verbal and written.

- Strong problem-solving abilities and attention to detail.

- Proficiency in using CRM software and other customer support tools.

- Ability to multitask, prioritize, and manage time effectively.

- Empathy, patience, and a customer-centric mindset.

- Willingness to work flexible hours, including weekends and holidays if required.

Join our team as a Customer Service Representative and be part of a dynamic and supportive environment dedicated to delivering exceptional customer experiences.

Job Type: Full-time

Pay: Rs40,000.00 - Rs70,000.00 per month

Experience:

• CSR: 1 year (Preferred)

Language:

• ENGLISH (Required)

License/Certification:

• Certification (Preferred)

Location:

• Karachi (Required)

Work Location: In person