Email Support Executive

Hafm.pk Pvt Limited; Islamabad, Rawalpindi Cantonment; On-site; PKR 446,000 - 781,000; Full time

Benefits offered by this job

Paid travel benefits

Stock option program

Fully paid health insurance

Job summary

A travel consultancy firm based in Islamabad is seeking an Email Support Executive to assist customers with travel arrangements and manage bookings via email. The ideal candidate should have strong communication skills in both English and Urdu, along with the ability to handle customer queries effectively. Great perks, paid travel benefits, and health insurance are offered.

Qualifications

• Effective written and oral communication skills in English and Urdu.
• Ability to maintain relationships with co-workers and interface with external agencies.
• Strong teamwork and relationship-building abilities with coworkers and external partners.

Responsibilities

• Assist customers via email and provide information.
• Manage order booking procedures and process refunds.
• Educate customers about travel promotions and services.
• Diagnose the clients’ specifications and suggest suitable travel packages or services.
• Provide follow-up calls to customers for further assistance and updates.
• Educate customers about promotions and services and upsell where appropriate.
• Attend training sessions and assist in team goal achievement.

Skills

Effective written and oral communication skills

Good command of English and Urdu

Interpersonal skills

Job description

Job Description for Email Support Executive

The travel consultant is responsible for assisting customers, providing information responsible for promoting and booking traveling arrangements for clients. The goal is to enhance satisfaction and acquire an expanding and dedicated clientele

Responsibilities

Period End Closing

• Responsible for the accuracy and timely close of accounts according to IFRS/Non-IFRS measures
• Lead month-end P&L meetings and present the results to the Head of Finance.

Balance Sheet Integrity

• Respond to email queries made by customers and assist them.
• Email customers regarding the order booking procedure
• Make refunds, reassurance, and adjustments and update the logs in the system.
• Diagnose the clients’ specifications and suggest suitable travel packages or services.
• Make callbacks to customers to provide further assistance and updates.
• Offering a helping and ready hand to the customers.
• Suggesting alternatives to resolve customer’s complaints on a priority basis.
• Bringing awareness among customers by educating them about promotions and services.
• Training and Coaching
• Regularly attend training and coaching sessions Pre-shifts/Post shifts conducted by the Service Quality, Team Leader.
• Execution of team plans to achieve goals of first contact resolution.
• Learning about the organization’s products or services and keeping up to date with any changes to them.
• Report Management
• Conveying customer feedback and suggestions to the Team leader in order to offer services exceeding customer expectations.

Must-have requirements

• Demonstrate effective written and oral communication skills – good command of both spoken and written English and Urdu.
• Expected to maintain close and effective personal working relationships with co-workers
• Expected to interface with external agencies, including recruitment agencies, trainers, and suppliers of other HR products and services

Nic e-to-have requirements

• Preferred with call center experience

We offer

Great perks and paid travel benefits for every employee in the organization, an attractive employee stock option program, fully paid health insurance and the chance for sporadic travel adventures!