Customer Care Executive Job in Pakistan GrocerApp , Pakistan

Experience
1 Year
Salary
20,000 - 23,000 PKR
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
Bachelors
Total Vacancies
1 Job
Posted on
Feb 8, 2019
Last Date
May 8, 2019
Location(s)

Job Description

Responsible for acting as a liaison between customers and company. Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries.

PRIMARY RESPONSIBILITIES

  • Resolve customer complaints via phone, email, mail, or social media.
  • Use telephones to reach out to customers and verify account information.
  • Greet customers warmly and ascertain problem or reason for calling.
  • Cancel or upgrade accounts.
  • Assist with placement of orders, refunds, or exchanges.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Answer questions about warranties or terms of sale.
  • Suggest solutions when a product malfunctions.
  • Attempt to persuade customer to reconsider cancellation.
  • Inform customer of deals and promotions.
  • Sell products and services.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Compile reports on overall customer satisfaction.

Job Specification

Specification

Empathy, patience and consistency. Some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.

Adaptability. Every customer is different, and some may even seem to change week-to-week. You should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn providing good customer service is a continuous learning process.

Clear communication. Ensure you convey to customers exactly what you mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.

Work ethic. Customers appreciate a rep who will see their problem through to its resolution. At the same time, you must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.

Knowledge. Ultimately your customers rely on you for their knowledge of your product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. But don’t be afraid to say I don’t know either. Customers will appreciate the honesty and your efforts to find the right answer.

Thick skin. The customer’s always right right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.

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Information Technology and Services - Lahore, Pakistan
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