Job Title: Customer Support Executive- BAHOK COURIER LTD
Location: MIRPUR
Department: Customer Support
Reports To: Customer Support Manager
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Job Overview:
The Customer Support Executive is responsible for providing top-notch service to customers by resolving their issues and answering queries in a timely and professional manner. The role involves interacting with customers through various channels (email, phone, chat, etc.), understanding their concerns, and offering the best possible solutions. The goal is to ensure customer satisfaction, retain clients, and contribute to the overall growth of the company.
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Key Responsibilities:
• Respond to Customer Queries: Handle customer inquiries via phone, email, and chat, providing prompt, accurate, and professional responses.
• Issue Resolution: Troubleshoot problems, investigate issues, and follow up to ensure resolution in line with company policies and standards.
• Customer Education: Educate customers about the company’s products or services and provide guidance on how to best use them.
• Maintain Records: Accurately log and document customer interactions, issues, and resolutions in the company’s system.
• Escalation Management: Identify and escalate complex issues to senior team members or relevant departments when necessary.
• Collaboration: Work closely with other departments (such as technical support, sales, or billing) to resolve customer issues and enhance customer experience.
• Feedback and Improvement: Gather customer feedback and share insights with the team to improve products, services, or processes.
• Adhere to Policies: Follow established procedures, guidelines, and service level agreements (SLAs) to meet quality standards.
• Upsell and Cross-sell: Identify opportunities to promote additional products or services where relevant.
• Continuous Learning: Stay updated on product knowledge, company updates, and customer service best practices.
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Qualifications & Skills:
• Education: Bachelor’s degree in any field (preferred but not mandatory).
• Experience: 1-3 years of experience in a customer support role or similar position.
• Skills:
o Strong verbal and written communication skills.
o Excellent problem-solving and troubleshooting abilities.
o Patience and a positive attitude when dealing with challenging situations.
o Ability to work under pressure and meet deadlines.
o Familiarity with CRM systems and practices.
o Ability to multitask and manage time effectively.
o Strong attention to detail.
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Key Competencies:
• Customer-Centric: Demonstrates a strong commitment to customer satisfaction.
• Empathy: Shows understanding and compassion for the customer’s situation.
• Adaptability: Flexible and open to changes in processes and customer needs.
• Team Player: Willing to collaborate with other team members to achieve a common goal.
• Tech-Savvy: Comfortable using support tools and technology to assist customers.
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Work Environment:
• Primarily office-based, with opportunities for remote work depending on company policy.
• May require shift work, including weekends or holidays, based on customer service hours.
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Why Join Us?
• A supportive and collaborative work environment.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
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