Email Support Representative

Job Description:

We are looking for a dedicated and detail-oriented Email Support Representative to join our customer support team. As an Email Support Representative, you will be responsible for providing exceptional assistance to customers via email, ensuring that all inquiries, issues, and concerns are addressed in a timely, accurate, and professional manner. Your role will be key in maintaining customer satisfaction and fostering long-term relationships.

Key Responsibilities:

• Respond to customer inquiries, complaints, and issues promptly via email, ensuring clear, accurate, and empathetic communication.
• Assist customers with order placements, processing returns and exchanges, and handling other account-related inquiries.
• Resolve customer concerns by offering solutions, providing product information, and guiding them through necessary steps.
• Document and track customer interactions using CRM systems to ensure accurate records.
• Maintain a high level of professionalism in all email communications while upholding the company’s tone and standards.
• Collaborate with other departments to ensure smooth issue resolution and customer satisfaction.
• Retain customer orders through thoughtful and persuasive communication when needed.
• Ensure that responses are timely, with a focus on quality and customer satisfaction.
• Monitor and follow up on escalated cases to ensure prompt resolution.

Qualifications:

• Proven experience in email-based customer support or similar roles.
• Excellent written communication skills with a strong focus on grammar, tone, and clarity.
• Ability to work efficiently and accurately under pressure.
• Strong problem-solving skills and attention to detail.
• Experience with CRM systems and email support tools.
• Customer-focused with a high level of empathy and patience.
• Ability to manage multiple cases simultaneously and prioritize effectively.

Benefits:

• Recognition awards
• Bi-annual bonuses
• Annual salary increments

Application Questions:

• Are you comfortable working night shifts? 6:00 pm – 3:00 am

Experience:

• Sales and Customer Service: 1 year (Required)
• International Call Center: 1 year (Required)

Language Requirement:

• Proficiency in English (Required)

Location: Johar Town, near Emporium Mall, Lahore

Job Type: Full-time

Work Location: In person

Work Location: In person