Customer Support Officer

Join Mailers as a Customer Support Officer to deliver exceptional service to our customers across multiple communication channels. This role involves responding promptly to inquiries via WhatsApp, phone calls, email, and social media platforms such as Instagram and Facebook direct messages. You will provide detailed information about our product range, including sizes, materials, printing options, and minimum order quantities. Additionally, you will prepare accurate price quotes using established rate lists and costing sheets, and actively follow up on pending quotes to convert inquiries into confirmed orders. The role requires maintaining detailed records of all customer interactions to ensure effective tracking and follow-up. This position demands a professional, patient, and proactive approach to customer engagement. You will collaborate closely with the sales team by forwarding qualified leads and bulk inquiries with comprehensive details. Gathering customer feedback and identifying common areas of concern to report to management is also a key part of the role. Ideal candidates have 1 to 2 years of experience in customer or sales support and are comfortable managing multiple communication streams simultaneously. Proficiency in MS Excel or Google Sheets and a good command of Urdu and English, both spoken and written, are essential. Experience in packaging, printing, manufacturing, or e-commerce sectors will be considered an advantage. This role does not involve managing a team but requires strong organizational and multitasking abilities.
Responsibilities

Respond promptly and professionally to customer inquiries via WhatsApp, phone calls, email, and social media direct messages including Instagram and Facebook.
Provide detailed explanations about product ranges, sizes, materials, printing options, and minimum order quantities.
Prepare accurate price quotes based on company rate lists and costing sheets.
Follow up on pending quotes to convert potential leads into confirmed orders.
Forward qualified leads and bulk inquiries to the sales team with thorough and accurate information.
Maintain organized records of all inquiries, quotes, and follow-ups using tracking sheets and databases.
Collect customer feedback to identify common questions, concerns, and opportunities for improvement and communicate these insights to management.
Handle multiple chats and calls simultaneously with patience and a polite attitude.
Utilize MS Excel or Google Sheets for maintaining records and tracking customer interactions efficiently.
Demonstrate strong time management to respond quickly to all customer communications.
Support various departments by providing valuable customer insights gained during interactions.
Maintain thorough knowledge of company products and services to effectively assist customers.
Continuously improve customer service skills through self-learning and feedback.
Adhere to company policies and procedures to ensure customer satisfaction and operational efficiency.