Employment Type: Full-time Permanent
Location: Remote (Pakistan)
Working Hours: 8 AM to 4 PM (London Working Hours) 12 PM to 8 PM (PST)
Salary: As Desired
WHO ARE WE?
Remotely Hires Pvt. Ltd is a leading off-shoring consultancy firm dedicated to assisting UK-based businesses in outsourcing their operations to Pakistan. Our team of professionals, specializing in sales development, marketing, and account management, prioritizes a remote-first approach to ensure success. We are driven to create a significant impact on businesses from a distance, just as we do for agencies worldwide.
Job Overview – Customer Support Specialist
We are looking for Customer Support Specialists who are enthusiastic and creative. This position will lead you towards being Customer Support Manager of an international business. If your profile matches even 60 % to the description below we will encourage you to apply because we have training systems in place to polish up your skills.
Job Description:
Customer Query Resolution:
- Provide solutions to customer queries and respond to inquiries about products, processes, warranties, and more.
Communication Liaison:
- Function effectively as a communications liaison, ensuring rapid responses and escalation of customer communications to the correct stakeholder.
- Communicate with customers via email, live chat support, SMS, and phone communications through online phone systems or VoIP.
CRM Management:
- Create, update, escalate, and/or resolve trouble tickets in the CRM for customer-related issues.
- Work with the appropriate staff on the team to ensure a prompt response, expedite successful resolution, and ensure customer satisfaction.
- Collect customer feedback via targeted surveys and other feedback initiatives.
- Monitor feedback and reviews from customers on social media platforms and review sites.
Administrative Support:
- Screen incoming calls and emails, manage calendars, run reports, and update CRM.
- Assist with customer training and education, issue resolution, and prompt customer response.
Scheduling and Coordination:
- Manage scheduling for customer installations, upgrades, start and/or end dates for account services, and upcoming escalation calls as required.
- Assist in maintaining internal schedules to keep customer service on track.
Customer Focus:
- Prioritize customer satisfaction and professionalism.
Must Haves:
- Uninterrupted quiet working space
- Fast computer/laptop
- Business casual every day
- A good quality camera
- High-speed internet access 5 Mbps or faster
- Power backup (in case you don’t have power backup we will arrange your space in co-working spaces)
Why should you join us?
You want to work in an organization where you can give your best effort and improve your skills. You possess empathy and can place yourself in the shoes of the people you interact with. You have a sense of humour and know when it’s appropriate to use it. You have good verbal English communication skills with either a U.S. or UK accent. You can take your thoughts and express them in easily understandable language. You’re capable of conveying your messages in a friendly, accurate, and jargon-free manner. Other competencies we are looking for include:
- Critical Thinking
- Time Management
- Specialist Focus
- Organizing
- Priority Setting
- Problem Solving
- Professional Composure
I have applied, what’s next now?
Once you’ve applied, sit back, and relax. You can expect to hear back from us within 5 working days. Our recruitment team will call you up on the provided contact number for initial screening. Good luck!
Perks & Benefits:
- Medical Insurance
- Permanent Employment Status
- Provident Fund
- Internal Job Opportunities
- Annual Leaves
- Leaves Encashment
- Referral Bonus
- Work from the comfort of your home and save on the commute stress
- Access to a 24/7 co-working spaces
- Exposure to international clients and their practices
- Employee performance-based bonuses
- Professional Development Training