Customer Service Associate

We are seeking a friendly, patient, and empathetic Customer Service Associate to join our dynamic team. You will be the first point of contact for our customers, providing support and resolving inquiries across multiple channels (phone, email, live chat). The ideal candidate is a problem-solver who is dedicated to delivering outstanding service and creating positive customer experiences that build loyalty and trust.

Key Responsibilities:

• Customer Interaction: Respond promptly and professionally to customer inquiries via phone, email, chat, and social media.
• Issue Resolution: Listen attentively to customer concerns, troubleshoot problems, and provide accurate and effective solutions in a timely manner.
• Product/Service Knowledge: Develop and maintain a deep understanding of our products, services, and policies to offer informed support and advice.
• Order Management: Assist customers with order placement, cancellations, returns, exchanges, and shipping tracking.
• Documentation: Accurately record and document customer interactions, transactions, comments, and complaints in our CRM system.
• Feedback Loop: Collect and relay customer feedback to relevant internal teams (e.g., Product, Sales, Marketing) to help improve our offerings.
• Team Collaboration: Work collaboratively with team members and other departments to resolve complex customer issues.
• Policy Adherence: Follow company communication procedures, guidelines, and policies during every customer interaction.

Required Skills and Qualifications

• High school diploma or equivalent.
• Proven experience in a customer service role (6 months to 1+ years preferred).
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-first attitude.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Basic computer proficiency and experience with CRM systems (e.g., Zendesk, Salesforce, HubSpot) is a plus.
• Ability to remain calm and professional under pressure.

Preferred Qualifications (Nice to Have)

• Associate’s or Bachelor’s degree.
• Experience in [Your Industry, e.g., SaaS, E-commerce, Retail].
• Proficiency in a second language.
• Experience using a help desk software or ticketing system.

Job Type: Full-time

Experience:

• Customer Service Associate: 1 year (Preferred)

Location:

• Islamabad (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person