Multi-Domain Email & Chat Support Specialist

Esire; Karachi Division; On-site; PKR 360,000 - 700,000; Full time

Job summary

Esire is seeking an Email & Chat Support Executive to efficiently manage a multi-domain morning shift, ensuring prompt responses, CSAT targets, and a seamless customer experience across domains.

The role focuses on accurate handling of Flexi and return processes, proactively addressing customer feedback to reduce recurring issues, and contributing to continuous process and website improvements while collaborating with 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 is seeking an Email & Chat Support Executive to efficiently manage a multi-domain morning shift, ensuring prompt responses, CSAT targets, and a seamless customer experience across domains.

The role focuses on accurate handling of Flexi and return processes, proactively addressing customer feedback to reduce recurring issues, and contributing to continuous process and website improvements while collaborating with the team during peak periods.