Customer Support Representative

We are seeking a dedicated Customer Support Representative to join our team and provide exceptional service to our users. The ideal candidate will be responsible for addressing customer inquiries, resolving complaints, and engaging inactive users to enhance their experience with our app. This role requires excellent communication skills, a professional attitude, and the ability to work collaboratively with internal teams to ensure customer satisfaction.

Key Responsibilities

- Handle customer queries professionally through phone calls, emails, and messages, ensuring clear and timely communication.
- Understand customer concerns thoroughly and provide accurate solutions to resolve their issues effectively.
- Manage complaints with a positive and helpful approach, maintaining professionalism at all times.
- Follow up with customers as needed to confirm that their problems have been fully addressed.
- Proactively reach out to registered but inactive users to understand their inactivity and encourage app usage.
- Maintain a friendly and professional tone in all customer interactions to foster a positive experience.
- Identify recurring issues and provide constructive feedback to relevant departments for continuous improvement.
- Keep detailed and accurate records of all customer interactions, complaints, follow-ups, and resolutions.
- Escalate complex or technical issues to the appropriate teams when necessary.
- Adhere to company support processes, service standards, and communication guidelines consistently.
- Collaborate closely with internal teams to ensure a seamless customer journey.
- Meet assigned targets related to support quality, response times, follow-ups, and customer satisfaction.

Required Qualifications

- 1 to 2 years of experience in customer support, customer service, call center, telesales, or similar roles.
- Excellent command of both spoken and written English and Urdu.
- Strong communication and interpersonal skills, with a confident and professional telephone manner.
- Ability to remain calm and professional when dealing with difficult customers.
- Effective problem-solving and decision-making abilities.
- Good listening skills to quickly understand customer needs.
- Capability to manage multiple conversations and tasks efficiently.
- Comfortable using CRM systems, support platforms, email, messaging applications, and basic computer tools.
- Good typing speed and strong attention to detail.
- Consistent follow-up skills and a sense of ownership over customer issues.
- Self-motivated, responsible, punctual, and able to work independently.
- A strong customer-first mindset with a genuine focus on delivering positive experiences.

Preferred Qualifications and Benefits

- Proficiency in English is preferred.
- The position offers a monthly salary range of Rs30,000 to Rs50,000.
- This is an in-person role, requiring attendance at the designated work location.

If you are passionate about customer service and eager to contribute to a dynamic team, we encourage you to apply for this opportunity.