Customer Care Specialist

People Perfect is seeking a dedicated Customer Care Specialist to serve as the primary point of contact for our customers through calls, emails, and chats. The ideal candidate will efficiently resolve inquiries with empathy, troubleshoot product-related issues, and contribute to enhancing the overall customer experience. If you are passionate about problem-solving and ensuring every customer interaction ends positively, this role offers a great opportunity to make a meaningful impact.

Key Responsibilities

- Manage all incoming customer communications promptly and professionally, aiming for a 70% first-call resolution rate and adhering to agreed resolution timelines.
- Handle customer complaints and concerns with patience, empathy, and professionalism, targeting customer satisfaction (CSAT) scores of 80% or higher while balancing resolution quality and handle time.
- Troubleshoot technical issues by understanding and documenting problems clearly, assisting customers with product challenges, and escalating complex cases to senior team members while keeping customers informed throughout the process.
- Act as the main contact for customer issues, prioritize cases according to standard operating procedures, and follow up on escalated matters until fully resolved to the customer’s satisfaction.
- Maintain accurate records of all customer interactions, including concerns raised, resolutions provided, and feedback received.
- Stay updated on product and service developments by attending training sessions and completing mandatory modules, ensuring the delivery of accurate and current information to customers.
- Proactively engage with customers to identify their needs and offer appropriate solutions, aiming to convert at least 20 qualified leads into meetings each month.
- Identify recurring issues and confusing customer flows, providing feedback to improve processes and enhance the overall customer experience.
- Demonstrate respectful, ethical behavior and clear communication in every interaction, collaborating effectively with internal teams.
- Continuously develop professional skills by participating in ongoing training programs.

Required Qualifications

- Bachelor’s degree in Business Administration, Information Technology, Commerce, Science, or Arts (BBA, BBIT, BCom (Hons), BSc/BS (Hons), or BA).
- Between 2 to 4 years of relevant experience in customer service or support roles; experience in a call center environment is preferred.
- Practical experience using CRM and project management software.
- Proficiency in Microsoft Office applications.
- Strong verbal and written communication skills.
- Demonstrated initiative and persistence in resolving customer issues.
- Ability to handle customer complaints with empathy, patience, and composure.
- Excellent problem-solving skills with the ability to explain technical information in simple, understandable terms.

Location

This position is based at Green Forts 2, Lahore.

People Perfect offers an engaging work environment where customer satisfaction is a priority. If you are committed to delivering exceptional service and growing your career in customer care, we encourage you to apply.