Job details

Job Title: Customer Service Specialist
Profile Level: B2 Level
Job Location: Lahore
Job Type: Full-time
Salary: 55,000 PKR Monthly (50,000 PKR Basic Pay + 5,000 PKR Incentive)
Reporting To: Team Manager

Job Summary:
We are seeking a proactive and customer-focused individual to join our team as a Specialist at the B2
level in English. In this role, you will be responsible for delivering exceptional customer support by
handling inquiries, resolving issues, and ensuring a seamless experience for clients. Your expertise in
communication, problem-solving, and service delivery will play a key role in maintaining customer
satisfaction and driving overall business success.
Key Responsibilities:
1. Customer Interaction:
o Respond promptly to customer inquiries via phone, email, or chat, ensuring a positive
and professional tone.
o Understand customer needs and provide accurate information and solutions tailored to
their requests.
2. Issue Resolution:
o Handle customer complaints with empathy and efficiency, ensuring issues are resolved
in a timely manner.
o Escalate complex cases to appropriate departments or supervisors as required, while
maintaining ownership of the case.
3. Process Adherence:
o Follow company policies, guidelines, and standard operating procedures to ensure
quality service delivery.
o Document customer interactions in the system accurately, keeping detailed records for
future reference.
4. Problem Solving:
o Identify patterns in customer issues and recommend improvements to processes and
services.
o Collaborate with internal teams to address recurring problems and enhance the
customer experience.
5. Performance Goals:
o Achieve and exceed key performance indicators (KPIs), including response time,
resolution time, and customer satisfaction metrics.
o Proactively participate in training and development programs to continually improve
skills and knowledge.

Soft Skills:

o Excellent interpersonal and problem-solving abilities.
o Strong multitasking and organizational skills.
o Patience, empathy, and a customer-first mindset.

Shift Details:

o Rotational Shifts: The position requires flexibility to work in rotational shifts, ensuring
coverage across different time zones or operational hours.

Qualifications and Skills:

o Education: Bachelor's degree or equivalent work experience.
o Language Proficiency: Strong verbal and written communication skills in [English and
Urdu].
o Experience: Minimum of 2 of experience in customer service or a related field.
o Technical Skills: Proficiency in using customer service software, CRM systems, and basic
office applications.
o Typing Speed: 40 WPM