Customer Support Coordinator

Customer Support Coordinator

Derma.pk is a leading online platform dedicated to providing accessible and convenient skincare solutions to customers across Pakistan. We're seeking enthusiastic and customer-oriented individuals to join our growing team as Customer Support Coordinator

Responsibilities:

• Provide exceptional customer service through phone and WhatsApp.
• Assist customers with orders, inquiries, and concerns.
• Offer personalized product recommendations.
• Resolve customer complaints and issues efficiently.

Requirements:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficient in using WhatsApp and phone calls.
• Basic computer literacy and familiarity with online platforms.
• Ability to work independently and as part of a team.
• Flexible availability to provide round-the-clock customer support.
• Prior experience in customer service or a related field is a plus.

Additionally:

Proactive Customer Engagement

• Identify upselling and cross-selling opportunities: Suggest additional products or services that might benefit the customer, enhancing the overall customer experience and increasing sales.
• Conduct customer satisfaction surveys: Gather feedback from customers to identify areas for improvement and address any concerns proactively.
• Follow up with customers: Reach out to customers after a purchase or service interaction to ensure satisfaction and address any issues that may have arisen.

Knowledge Management:

• Contribute to a knowledge base: Create and maintain a comprehensive knowledge base of frequently asked questions, troubleshooting guides, and product information to assist both customers and team members.
• Stay updated on product information: Keep up-to-date with new products, features, and changes to existing products to provide accurate and helpful information to customers.

Team Collaboration:

• Participate in team meetings and training: Contribute to team discussions, share best practices, and participate in training sessions to improve skills and knowledge.
• Assist with team projects: Support team initiatives related to customer service, such as process improvement or new product launches.

Customer Relationship Building

• Build strong customer relationships: Develop rapport with customers and strive to create a positive and memorable experience.
• Handle difficult customers with empathy and professionalism: Resolve customer complaints and concerns in a calm and effective manner, maintaining a positive customer relationship.

We look forward to hearing from you!

Job Types: Full-time, Part-time, Internship, Fresher

Pay: Rs25,000.00 - Rs40,000.00 per month

Ability to commute/relocate:

• Lahore: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person