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Job Description

Job Objective:

  • To efficiently respond to customer’s correspondence through various modes including fax, email and letter.

  • To manage bulk letter dispatching.

Job Responsibilities:

  • Using prolific writing skills supported by appropriate vocabulary to respond to the customers through letters, emails and faxes within the defined KPI’s/TAT’s.

  • Effectively ensure first contact resolution (FCR) to customers by closely liaising with other functional units for a swift resolution.

  • To ensure timely conclusion of PTA / Legal cases to avoid any litigation by taking all stake holders on board.

  • Understanding with various writing techniques to address the core issue including marketing scripts, apology scripts, explanatory scripts and welcome scripts effectively.

  • Execution of plans devised by the line concerning special projects related to unprecedented situations.

  • Meeting targets assigned by the line manager related to service level, response time and FCR.

  • Conveying customers’ feedback and suggestions to the line in order to offer services exceeding customer expectations.

Key Performance Indicator:

  • Productivity [ number of emails/letters/faxes handled, service level]

  • Quality [ Repeated complaints]

Skill Set Required:

  • Effective writing skills

  • Good Communication and Interpersonal Skills.

  • Optimistic with supportive attitude.

  • Effective writing skills

  • Time management

Job Details

Job Channel:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
3 Years (medical equipment experience is preferred)
Apply Before:
Nov 11, 2017
Posting Date:
Oct 11, 2017
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Solutions Group of Companies

Consultants · 1-10 employees - Lahore

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