Customer Care Specialist

Polani Global Technologies SMC-PVT Ltd

Karachi , Pakistan

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Customer Care Specialist – Customer Care / Operations Department

We are looking for a dedicated and professional Customer Care Specialist to join our team. The successful candidate will be responsible for managing customer complaints, disputes, and chargeback cases, ensuring timely and effective resolution. This role requires strong communication skills, relevant experience in dispute resolution, and the ability to leverage AI tools and prompting techniques to enhance efficiency in evidence gathering, case summaries, and customer correspondence.

Key Responsibilities

- Handle customer complaints, queries, and disputes with professionalism and efficiency.
- Manage and resolve chargeback and dispute cases within established timelines.
- Gather, review, and organize supporting evidence and documentation for dispute cases.
- Prepare clear, accurate case summaries and responses.
- Communicate updates and resolutions to customers and internal teams.
- Ensure all cases are properly documented and maintained in relevant systems.
- Adhere to company policies, procedures, and quality standards when managing customer cases.
- Utilize AI tools and effective prompting techniques to streamline evidence collection, case analysis, summaries, and correspondence.
- Identify recurring customer issues and escalate trends or high-risk cases to management.
- Maintain professionalism, accuracy, confidentiality, and excellent customer service at all times.

Required Qualifications & Experience

- Bachelor’s degree or equivalent professional experience.
- Previous experience in Customer Care, Customer Support, Dispute Resolution, or Chargeback Management.
- Strong understanding of customer dispute handling and chargeback processes.
- Excellent written and spoken English communication skills.
- High attention to detail with the ability to manage multiple cases simultaneously.
- Ability to work effectively under pressure and meet strict deadlines.
- Strong problem-solving and analytical abilities.
- Proficiency in using AI tools and crafting effective prompts for business-related tasks.
- Good command of Microsoft Office and other relevant customer service or case management software.

Key Skills

- Customer Service and Complaint Resolution
- Dispute and Chargeback Management
- Excellent Written and Verbal Communication
- AI Prompting and AI Tool Proficiency
- Evidence Gathering and Documentation
- Case Analysis and Problem Solving
- Attention to Detail
- Time Management
- Professional Correspondence
- Team Collaboration

Work Location and Compensation

This position requires in-person attendance. The monthly salary offered is Rs50,000.

Application Process

Candidates will be asked to provide their current salary and salary expectations during the application process.

If you are a motivated professional with a passion for customer care and dispute resolution, we encourage you to apply and join our team.