Customer Care Executives

Crystal Facilities Management Services Limited

Karachi , Pakistan

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We are looking for a dedicated and customer-oriented Customer Care Executive to join our team in Karachi. This role involves managing client inquiries through CRM tickets and emails, coordinating closely with the Operations team, and ensuring timely resolution of customer issues. The ideal candidate will possess excellent English communication skills, strong organizational abilities, and the capacity to handle multiple tasks efficiently while maintaining high standards of customer service. The position operates Monday to Friday, from 12:00 PM to 9:00 PM Pakistan Time, aligning with UK business hours. The monthly salary ranges from PKR 100,000 to 120,000, and the role requires working on-site at the Karachi office.

Key Responsibilities

- Manage and respond promptly to client tickets via the CRM portal, ensuring all queries are addressed within specified timeframes.
- Adhere to email response Service Level Agreements (SLAs): Emergency within 30 minutes, Urgent within 1 hour, and Standard within 24 hours.
- Collaborate with Area Managers, Mobile Supervisors, and Operations teams to resolve client complaints and service-related issues effectively.
- Monitor outstanding tickets regularly and ensure all issues are followed through to resolution before closure.
- Maintain accurate and up-to-date client, contract, and communication records on the CRM and CAT Portal.
- Follow up on action items from contract meetings and support the mobilisation of new contracts.
- Work closely with HR, Payroll, Recruitment, and Operations departments to resolve internal and client-related queries efficiently.
- Monitor relevant WhatsApp groups for account-related concerns, acknowledge issues promptly, and escalate when necessary.
- Prepare and present updates and reports on outstanding issues, ticket responses, and resolutions.
- Participate actively in training sessions and demonstrate continuous improvement in communication and problem-solving skills.

Required Qualifications

- Previous experience in customer service, customer care, or client support roles.
- Excellent written and verbal English communication skills.
- Proficiency with CRM systems, ticketing portals, and Microsoft Office applications.
- Strong organizational skills with the ability to prioritize tasks and meet deadlines under pressure.
- Effective problem-solving skills and a proactive approach to follow-up and issue resolution.
- A professional and customer-focused attitude with the ability to work collaboratively across teams.

Performance Metrics

The role’s success will be measured monthly against several key performance indicators, including the number of CRM tickets handled, average response times, adherence to SLAs, quality of communication with Operations, accuracy of records, completion of contract actions, and feedback from clients and internal teams. Additional focus will be placed on self-learning, professional development, problem-solving abilities, and timely communication across platforms such as WhatsApp.

This position offers the opportunity to contribute to a dynamic customer care environment, ensuring excellent client satisfaction and operational efficiency. The role is based in-person at the Karachi office, with working hours designed to align with UK business operations. The salary range for this position is PKR 100,000 to 120,000 per month.