Customer Support Executive - Domestic @ ibex.

Job Summary

Job Overview:

Responsible for acting as a liaison between our customer and the respective client. Provides assistance to the customers with their questions, issues, new orders, service delivery requirements, billing, and any other query.

• Handling chats/emails/calls /queries/requests
• Complaint Management & Solving Customer grievances
• Applying process/product knowledge

Role and Responsibilities:

• Respond to customers professionally to provide information about products and services, take/cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.
• Follow up to ensure that appropriate actions were taken on customers’ requests. Ideally aim for First Contact Resolution (FCR)
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.

Required Skills

Job Specification:

• Excellent communication in Urdu and English
• Proficiency with MS Office particularly MS Excel
• Customer-centric attitude