Morning Multi-Domain Email & Chat Support Specialist

Esire Pakistan; Karachi Division; On-site; PKR 279,000 - 502,000; Full time

Job summary

Esire Pakistan in Karachi is seeking an Email & Chat Support Executive for the morning shift. You will manage multi-domain email and chat support, ensuring prompt responses, meeting CSAT targets, and handling Flexi and return processes to deliver a seamless customer experience.

You will monitor chatbot interactions, identify gaps, and contribute to ongoing website and process improvements while supporting the team during peak periods.

Responsibilities

• Handle email support for assigned domains, ensuring responses are accurate, timely, and aligned with CSAT targets.
• Maintain productivity benchmarks, with an expected average of 80-100 emails resolved and 20+ live chats handled per shift.
• Collaborate with the team during periods of high email volume, as directed by the Manager.
• Manage Flexi and return processes for assigned domains, ensuring accuracy, timeliness, and a smooth customer experience.
• Provide operational support during peak seasons based on domain requirements.
• Proactively identify recurring customer issues and suggest actionable improvements to processes and website experience.
• Manage live chat support across multiple domains while maintaining an average chat handling time of 5 minutes.
• Monitor and review chatbot interactions to identify inaccurate or incomplete responses, and create follow-up tickets where necessary.
• Support the Customer Support team during high chat volumes.

Job description

Esire Pakistan in Karachi is seeking an Email & Chat Support Executive for the morning shift. You will manage multi-domain email and chat support, ensuring prompt responses, meeting CSAT targets, and handling Flexi and return processes to deliver a seamless customer experience.

You will monitor chatbot interactions, identify gaps, and contribute to ongoing website and process improvements while supporting the team during peak periods.