Customer Care & Experience Specialist

People Perfect; Lahore; On-site; PKR 446,000 - 893,000; Full time

Job summary

People Perfect is seeking a Customer Care Specialist to be the first point of contact for customers via calls, emails, and chats. You will resolve queries with empathy, troubleshoot product issues, and contribute to a smoother customer experience.

You will manage interactions, document outcomes, and maintain product knowledge through training. The role emphasizes CSAT targets, lead meetings, and collaboration across teams from Lahore, Pakistan.

Qualifications

• Bachelor’s degree required in related fields (BBA, BBIT, BCom (Hons), BSc/BS (Hons), or BA).
• 2–4 years of experience in customer service or support; call centre experience preferred.
• Hands-on experience with CRM / PM software and proficiency in Microsoft Office.
• Excellent verbal and written communication skills.
• Initiative and persistence in following issues through to resolution.
• Empathy, patience, and composure when handling customer complaints.

Responsibilities

• Manage Customer Interactions — answer all calls, emails, and chats promptly and professionally, resolving inquiries swiftly.
• Drive Customer Satisfaction — handle complaints with empathy and professionalism achieving high CSAT.
• Troubleshoot & Escalate — document issues and escalate complex cases to senior team members.
• Act as the point of contact for all customer issues and follow up on escalated cases.
• Accurately document all customer interactions and resolutions.
• Maintain Product Knowledge and complete training modules.
• Create Meetings — convert leads into meetings each month.
• Improve the Customer Experience — flag issues and suggest process improvements.
• Uphold Professional Conduct and collaborate with internal teams.
• Continuously develop skills through training programs.

Skills

Verbal communication

Written communication

Problem solving

Empathy

Initiative

Call center exp

Education

Bachelor's degree

Tools

CRM/PM software

Microsoft Office

Job description

People Perfect is seeking a Customer Care Specialist to be the first point of contact for customers via calls, emails, and chats. You will resolve queries with empathy, troubleshoot product issues, and contribute to a smoother customer experience.

You will manage interactions, document outcomes, and maintain product knowledge through training. The role emphasizes CSAT targets, lead meetings, and collaboration across teams from Lahore, Pakistan.