On-Screen Customer Service Representative (OCSR)

Job Title: On-Screen Customer Service Representative
Location: Main Shahra-e-Faisal, Karachi
Shift Timings: 06:00 PM to 03:00 AM PST
Working Days: Monday to Friday
Employment Type: Full Time and Onsite

Position Overview:

ZUE is looking for an On-Screen Customer Service Representative who will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Key Responsibilities:

1. Inbound Customer Support:

· Handle incoming customer calls with professionalism and empathy.

· Listen to customer inquiries, concerns, and complaints attentively.

· Provide accurate information and assistance to resolve customer issues.

· Escalate complex or unresolved matters to appropriate teams or supervisors.

· Maintain a high level of customer satisfaction through effective communication and problem-solving.

2. On-Screen Support:

· Utilize computer systems and software to access customer accounts and relevant information.

· Assist customers with online transactions, account management, and technical issues.

· Troubleshoot and guide customers through web-based applications and services.

· Educate customers on using self-service tools and resources effectively.

3. Data Entry and Documentation:

· Accurately record customer interactions, issues, and resolutions in the CRM system.

· Maintain detailed and organized customer records for future reference.

· Generate reports on customer service metrics and performance as required.

4. Product Knowledge:

· Stay up-to-date with the company's products, services, and policies.

· Continuously expand your knowledge to better assist customers with their inquiries.

5. Team Collaboration:

· Collaborate with colleagues, supervisors, and other departments to resolve customer issues.

· Share insights and feedback to improve processes and enhance customer satisfaction.

Requirements:

• Minimum 2 years of US customer service experience.
• Bachelor’s degree or A-Levels.
• Proficiency in MS Office Suite.
• Exceptional English communication skills (written and verbal).
• Flexibility to work USA shift timings.

Perks and Benefits:

• OPD and IPD Health facility for self, dependents, and parents
• Life Insurance Coverage for self
• Fuel Card for Male Employees
• Free Pick & Drop for Female Employees
• In-House Gym Facility
• Paid Leaves & US Holidays
• Referral Bonus

Job Type: Full-time

Application Question(s):

• What is your current salary?
• What is your expected salary?
• If selected? Would you be able to join immediately?
• Are you comfortable working onsite from 06:00 PM to 03:00 AM PST (Night Shift)?
• Residential Area in Karachi?

Work Location: In person