Customer Support Executive (Urdu & English) Chat & Ticket Support

Job Description: As a customer service representative, your role will involve handling customer interactions in a courteous and professional manner. You will accurately identify customer needs and provide appropriate solutions or escalations. It is important to maintain up-to-date knowledge of products, services, and processes to serve customers effectively. You will be required to follow defined scripts, procedures, and call quality guidelines to ensure consistency in service delivery. Key Responsibilities: - Handle customer interactions in a courteous and professional manner. - Accurately identify customer needs and provide appropriate solutions or escalations. - Maintain up-to-date knowledge of products, services, and processes. - Follow defined scripts, procedures, and call quality guidelines. - Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence. - Escalate complex or unresolved cases to the Team Leader or relevant department. - Maintain confidentiality of customer data and comply with information security policies. - Participate in regular coaching and feedback sessions to improve performance. - Follow company templates, tone of voice, and response guidelines. - Ensure response time and resolution SLAs are met. - Collaborate with cross-functional teams for issue resolution. Qualifications Required: - Excellent communication skills. - Strong problem-solving abilities. - Ability to work in a fast-paced environment. - Customer-focused mindset. - Team player with good collaboration skills. - Knowledge of customer service principles and practices.,