Customer Support Specialist

About The Role:

We are seeking a detail-oriented and customer-focused Customer Support Representative to join our team in the fleet card services sector. This role is vital in delivering exceptional support through multi-channel platforms (voice and non-voice) while maintaining a high level of customer satisfaction.

Key Responsibilities:

• First Contact Resolution: Provide swift and effective resolutions to customer inquiries,
• ensuring first contact resolution (FCR).
• Customer Satisfaction: Prioritize customer satisfaction by delivering a high level of
• service, going above and beyond to ensure positive interactions.
• Multi-Channel Support: Handle customer queries through multiple channels, including
• phone, email, and live chat, ensuring consistent service quality across voice and
• non-voice platforms.
• Service Level Agreement (SLA) Management: Monitor and meet predefined SLAs,
• ensuring timely responses and resolutions in line with company standards.
• CRM Proficiency: Use CRM tools (e.g., Salesforce, Zendesk) to log, track, and manage
• customer interactions, maintaining up-to-date and accurate records.
• Escalation Management: Escalate more complex issues to higher-level support or
• management when necessary, ensuring a smooth handoff and swift resolution.
• Product Knowledge: Maintain comprehensive knowledge of fleet card services, products,
• and policies to provide informed support and guidance to customers.
• Customer Feedback: Collect and report customer feedback to help the company improve
• its fleet card services and customer support processes.

Requirements:

• 1-2 years of experience preferred in customer support, preferably in the fleet card,
• financial services, or similar industry.
• Proven ability to achieve first-contact resolution and deliver high levels of customer
• satisfaction. Proficiency in handling multi-channel support (voice and non-voice) and
• using CRM tools.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage time effectively.
• A bachelor’s degree in Business, Communication, or a related field is a plus.
• Customer-first attitude with an ability to maintain composure under pressure.

Job Type: Full-time

Application Question(s):

• This is a Hybrid Role. Are you comfortable working at least one to two days a week from the office?

Language:

• English (Required)

Location:

• Islamabad (Required)

Work Location: In person