Customer Care Specialist

People Perfect is seeking a dedicated Customer Care Specialist to serve as the primary point of contact for customers through calls, emails, and chats. This role involves resolving customer inquiries efficiently and with empathy, troubleshooting product-related issues, and contributing to an improved overall customer experience. The ideal candidate enjoys problem-solving and strives to ensure every customer interaction ends positively.

Key Responsibilities

- Manage all customer interactions by promptly and professionally responding to incoming calls, emails, and chats. Aim to resolve inquiries with a 70% first-call resolution rate and within agreed timelines.
- Drive customer satisfaction by handling complaints and concerns with empathy, patience, and professionalism. Maintain customer satisfaction (CSAT) scores of 80% or higher while balancing resolution quality and handle time.
- Troubleshoot and document technical issues clearly. Assist customers with product challenges and escalate complex cases to senior team members, keeping customers informed throughout the process.
- Act as the central point of contact for all customer issues, assigning priority according to established Standard Operating Procedures (SOPs) and following up on escalated cases until fully resolved.
- Accurately document all customer interactions, including concerns, resolutions, and feedback, ensuring thorough records are maintained.
- Maintain up-to-date product knowledge by attending training sessions and completing mandatory modules to provide accurate and relevant 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, suggesting improvements to processes and procedures to enhance the customer experience.
- Uphold professional conduct by demonstrating respectful, ethical behavior and clear communication in every interaction. Collaborate effectively with internal teams to resolve issues.
- Continuously develop skills and knowledge through participation in ongoing training programs.

Required Qualifications

- Bachelor’s degree in fields such as BBA, BBIT, BCom (Hons), BSc/BS (Hons), BCom, or BA.
- 2 to 4 years of relevant experience in customer service or support, with preference given to candidates with call center experience.
- Practical experience using CRM and project management software.
- Proficiency in Microsoft Office applications.
- Excellent verbal and written communication skills.
- Strong initiative and persistence in following issues through to resolution.
- Demonstrated empathy, patience, and composure when managing customer complaints.
- Effective problem-solving abilities and the capacity to explain technical issues in simple, understandable terms.

Location

This position is based at Green Forts 2, Lahore.

People Perfect offers an opportunity to work in a dynamic environment where customer satisfaction is a priority. If you are passionate about delivering exceptional service and continuously improving the customer journey, this role provides a platform to make a meaningful impact.