Customer Support Executive

Truckoom; Islamabad; On-site; PKR 446,000 - 781,000; Full time

Job summary

Truckoom is seeking a Customer Service Executive in Islamabad to manage customer inquiries and complaints, ensuring timely support and high-quality interactions. The role involves ticket logging in the ERP, basic product training for onboarding, and coordinating with Backend Engineering and field teams.

The ideal candidate will maintain confidentiality, follow service standards, and escalate complex cases to a Senior CSR or Team Lead while keeping customers informed throughout the process.

Responsibilities

• Manage customer inquiries, requests, complaints, and feedback through assigned communication channels.
• Provide accurate, timely, and professional information to customers.
• Support customer retention and relationship-building initiatives.
• Ensure compliance with company policies, procedures, and established service standards.
• Log every customer interaction as a ticket in the ERP/system, ensuring accurate and complete case details.
• Triage incoming issues based on type and coordinate with the relevant internal team when resolution falls outside the CSE’s scope.
• Provide basic troubleshooting support for issues related to the tracking platform.
• Coordinate with the Backend Engineer for technical investigation and resolution of platform-related issues when required.
• Follow up on all open tickets until closure and keep customers informed of progress at each stage.
• Support new client onboarding, including basic product/platform training and account management.
• Coordinate with back-office operations and field teams regarding inspections and service-visit scheduling related to customer requests.
• Escalate complex, sensitive, or unresolved matters to the Senior CSR or Team Lead.
• Maintain professional communication and ensure a positive customer experience throughout the service process.
• Monitor pending cases and ensure timely follow-up in accordance with defined service standards.
• Maintain confidentiality and protect customer information while handling all service-related matters.

Tools

ERP system

Job description

The Customer Service Executive (CSE) is responsible for managing customer interactions, resolving inquiries and complaints, maintaining accurate service records, and coordinating with internal teams to ensure timely and professional customer support.

Key Responsibilities:

• Manage customer inquiries, requests, complaints, and feedback through assigned communication channels.
• Provide accurate, timely, and professional information to customers.
• Support customer retention and relationship-building initiatives.
• Ensure compliance with company policies, procedures, and established service standards.
• Log every customer interaction as a ticket in the ERP/system, ensuring accurate and complete case details.
• Triage incoming issues based on type and coordinate with the relevant internal team when resolution falls outside the CSE’s scope.
• Provide basic troubleshooting support for issues related to the tracking platform.
• Coordinate with the Backend Engineer for technical investigation and resolution of platform-related issues when required.Follow up on all open tickets until closure and keep customers informed of progress at each stage.
• Support new client onboarding, including basic product/platform training and account management.
• Coordinate with back-office operations and field teams regarding inspections and service-visit scheduling related to customer requests.
• Escalate complex, sensitive, or unresolved matters to the Senior CSR or Team Lead.
• Maintain professional communication and ensure a positive customer experience throughout the service process.
• Monitor pending cases and ensure timely follow-up in accordance with defined service standards.
• Maintain confidentiality and protect customer information while handling all service-related matters.

Objectives and Key Results (OKR):

• Customer satisfaction and service quality
• Ticket accuracy and timely ticket closure
• Response and resolution time
• Effective issue triage and escalation
• Customer retention and relationship management
• Successful client onboarding and training
• Coordination with internal and field teams
• Compliance with company policies and service standards

Reporting and Cross Functional Hierarchy:

The Customer Service Executive will report to the Senior CSR / Team Lead and work closely with the Backend Engineering, Operations, Back-Office, and Field teams.