Chat/Email Support Executive

Zameen Media Pvt. Ltd.; Lahore; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

A leading media company in Pakistan is seeking a Customer Support Specialist to respond to customer queries, assist with technical issues, and ensure a seamless user experience. The ideal candidate will have experience in customer support, excellent communication skills, and the ability to multitask effectively in a fast-paced environment. This position is based in Lahore and offers opportunities to collaborate with various teams.

Qualifications

• Experience as a Customer Support Specialist or in a similar role.
• Understanding of how CRM systems work.
• Familiarity with the industry is a plus.

Responsibilities

• Respond to customer queries via email or chat.
• Identify customer needs and guide them on features.
• Update internal databases with customer interactions.
• Follow up to ensure customers' issues are resolved.

Skills

Excellent communication skills

Problem-solving skills

Multi-tasking abilities

Patience

Tools

Help desk software

CRM systems

Job description

Job Responsibilities:

* Respond to customer queries in a timely and accurate way, via email or chat
* Identify customer needs and help customers use specific features
* Update our internal databases with information about technical issues and useful discussions with customers
* Share feature requests and effective workarounds with team members
* Inform customers about new features and functionalities
* Follow up with customers to ensure their technical issues are resolved
* Gather customer feedback and share with our Product, Sales or Marketing teams
* Assist in training junior Customer Support Representatives

Job Requirements:

* Experience as a Customer Support Specialist or similar CS role
* Experience using help desk software and remote support tools
* Understanding of how CRM systems work
* Excellent communication and problem-solving skills
* Multi-tasking abilities
* Patience when handling tough cases
* Familiarity with our industry is a plus

*Location: Lahore