Front Desk & Customer Service Executive

StackRyx Ltd is seeking a Front Desk & Customer Service Executive to join our Rawalpindi office, supporting our UK-based clients by providing professional and friendly front-desk services. This role involves managing customer interactions for clients in sectors such as healthcare and service industries. The successful candidate will handle customer calls, appointment scheduling, email communication, and administrative tasks, acting as an extension of our clients' businesses to ensure a positive customer experience. This is a full-time, office-based position working afternoon and evening shifts aligned with UK business hours. We are looking for a confident, highly organized individual with excellent verbal and written English skills, strong attention to detail, and the ability to stay calm under pressure. The candidate must be capable of quickly adapting to new software and following precise client guidelines. While experience in customer service, reception, or administrative roles is preferred, exceptional candidates who demonstrate aptitude and professionalism will also be considered. This role does not involve managing a team, nor does it include cold calling or sales responsibilities.
Responsibilities

Answer incoming customer calls in a professional and courteous manner, representing UK business clients with friendliness and accuracy.
Manage appointment bookings, cancellations, and rescheduling according to client specifications and systems.
Take clear and precise telephone messages and ensure their accurate distribution or escalation as necessary.
Respond promptly and accurately to routine customer enquiries via phone, email, and messaging, following client scripts and workflows.
Update and maintain appointment systems, CRM platforms, and customer records with attention to detail and data integrity.
Follow client-specific procedures and confidentiality, including security and data-protection protocols.
Identify and escalate complex or sensitive enquiries to the appropriate client team members in a timely fashion.
Track and document all customer interactions, calls, bookings, and actions taken to maintain comprehensive and up-to-date records.
Provide consistent, high-quality customer service that reflects professionalism and a customer-first attitude.
Demonstrate de-escalation techniques and active listening skills to resolve customer complaints or issues calmly and effectively.
Support UK business clients by adhering to their communication standards and operational guidelines without providing clinical advice for healthcare clients.
Maintain reliable attendance and punctuality, ensuring availability during UK business hours aligned shifts.
Learn new software and customer management tools quickly to enhance operational efficiency and service quality.
Preserve confidentiality of sensitive customer information, upholding strict privacy and data protection standards.