Call Center Representative (Social Media)
MCAS Software House, Pakistan

• Query receiving from all mediums i.e., UAN and Social Media and provide accurate, professional and satisfactory responses to their queries and concerns.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Generation of Query through CRM.
• Generation of warranty claims, if arises.
• Build sustainable relationships and engage customers by taking the extra mile.
• Making sales and mature queries from those customers who are just calling for the information only.
• After the end of the call, CCRs are responsible for recording details in MS-Excel based call log sheet.
• CCRs are responsible to be well aware of those services rates which are fixed, along with the other charges applicable. Upon inquired by the customer, CCR should be informing the rates accurately within no time. The preliminary technical knowledge of the services should also be handy.

• Excellent verbal communication skills
• Active listening skills
• Friendly and pleasant manner
• Data entry skills
• Typing and word processing skills
• Documentation skills
• Attention to detail
• Problem solving skills
• Able to maintain customer confidentiality
• Able to react effectively and calmly in emergencies
• Strong time management and decision-making skills
• Adaptability and accountability.
• Fluency in multiple languages may be desired.

Job Rewards and Benefits