Customer Care Specialist

People (Professional Employers Pvt Ltd); Lahore; On-site; PKR 600,000 - 900,000; Full time

Job summary

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

The role requires a Bachelor's degree and 2–4 years in customer service, with CRM/PM software and MS Office proficiency. You will document interactions, pursue improvements, and convert leads into meetings.

Qualifications

• Bachelor's degree required (BBA, BBIT, BCom (Hons), BSc/BS (Hons), or BA).
• 2–4 years of relevant customer service experience; call centre preferred.
• Hands-on experience with CRM / PM software.
• Proficiency in Microsoft Office and strong communication.

Responsibilities

• Answer incoming calls, emails, and chats promptly and professionally, resolving inquiries.
• Handle complaints with empathy and professionalism while achieving high CSAT.
• Document all interactions and follow up on escalated cases until resolved.

Skills

Verbal & written communication

Initiative & persistence

Empathy

Problem solving

Education

Bachelor's degree

Tools

CRM/PM software

Microsoft Office

Job description

Job Overview:

People Perfect is looking for a customer-focused Customer Care Specialist to be the first point of contact for our customers across calls, emails, and chats. You'll resolve queries quickly and with empathy, troubleshoot product issues, and help shape a smoother customer experience. If you enjoy solving problems and leaving every customer better off than when they reached out, we'd love to hear from you.

Job Responsibilities:

• Manage Customer Interactions — answer all incoming calls, emails, and chats promptly and professionally, resolving inquiries in a timely manner with a 70% first-call resolution rate and within agreed resolution times
• Drive Customer Satisfaction — handle complaints and concerns with empathy, patience, and professionalism, achieving customer feedback (CSAT) scores of 80% or above while balancing handle time with resolution quality
• Troubleshoot & Escalate — systematically understand and clearly document technical issues, assist customers with product-related challenges, and elevate complex cases to senior team members while keeping customers properly informed
• Act as the point of contact for all customer issues, assign priority as per defined SOPs, and follow up on escalated cases until they are resolved to the customer's satisfaction
• Accurately document all customer interactions, including concerns, resolutions, and feedback
• Maintain Product Knowledge — stay informed about product and service updates, attend all related training programs, and complete all mandatory training modules to provide accurate information to customers
• Create Meetings — proactively engage with customers to identify their needs and offer solutions, converting at least 20 worthwhile leads into meetings each month
• Improve the Customer Experience — flag recurring issues and confusing customer flows, and identify opportunities to improve existing processes and procedures
• Uphold Professional Conduct — demonstrate respectful, ethical behaviour and clear, effective communication in every interaction, and collaborate closely with internal teams
• Continuously develop your skills and knowledge by participating in training programs

Qualification & Experience:

• Bachelor's degree (minimum requirement) — BBA, BBIT, BCom (Hons), BSc/BS (Hons), or BA
• 2–4 years of relevant experience in customer service or support; call centre experience will be preferred
• Hands-on experience with CRM / PM software
• 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
• Strong problem-solving skills and the ability to explain technical issues in simple terms

Location: Green Forts 2, Lahore