Email and Chat Support Representative

PlanLab Solutions is seeking a skilled Email and Chat Support Representative to join the customer service team. This role involves managing live chat interactions, email communications, and inbound and outbound calls to provide exceptional support to customers. The ideal candidate has a minimum of two years' experience in customer support, is proficient in English, and is comfortable working with CRM and multichannel support platforms such as Zendesk and LiveChat. This position requires strong multitasking and active listening skills to effectively address customer inquiries and resolve issues in a timely manner. This role does not involve managing a team but requires close collaboration with other departments through meetings and reporting on project progress. The successful applicant must be proficient in handling various communication channels and have a solid understanding of CRM integration and email management. The position offers a market-competitive salary and is located at Model Town Link Road, Lahore. Candidates will benefit from a structured, non-sales environment focused solely on providing excellent customer support.

Responsibilities

Respond promptly and professionally to customer inquiries via live chat, email, and phone calls using multichannel communication software.
Manage and resolve customer issues using CRM systems such as Zendesk and Gorgias efficiently and effectively.
Maintain accurate and detailed records of customer interactions and transactions.
Utilize active listening and conflict resolution skills to understand customer needs and provide appropriate solutions.
Collaborate with internal teams to share customer feedback and assist in improving service delivery.
Prepare and deliver regular progress reports on customer service activities and project statuses.
Manage multiple customer contacts simultaneously using effective multitasking and time management techniques.
Utilize typing proficiency and email management skills to maintain clear and concise communication.
Integrate CRM and support tools to ensure a seamless customer experience across all channels.
Participate in meetings with other departments to ensure alignment on customer support goals and strategies.
Maintain up-to-date knowledge of company products, policies, and processes to provide accurate information to customers.
Adhere strictly to company policies regarding customer confidentiality and data protection.
Continually seek to improve customer satisfaction by identifying opportunities to enhance support processes.