Customer Support & Call Agent
Hirzsh
PKR 12,000 • Published Date: • Multiple Cities (Remote)
Description
Hirzsh is seeking a dedicated Customer Support & Call Agent to join our team. This role involves providing exceptional support to customers through inbound and outbound calls, live chats, emails, and other communication channels. The ideal candidate has at least two years of experience in customer service, excellent communication skills in English, and a strong ability to resolve issues patiently and efficiently. The role demands proficiency with CRM systems and helpdesk software, as well as the ability to work scheduled shifts while meeting response-time targets. Additionally, this position includes managing a team of 20 persons, requiring leadership skills to coordinate and support team members in delivering outstanding service. As a Customer Support & Call Agent at Hirzsh, you will handle a range of customer inquiries, provide accurate information, and work to solve problems swiftly to ensure customer satisfaction. Your responsibilities include overseeing team performance, training new agents, and maintaining a positive, productive working environment. This role plays a crucial part in strengthening our customer relationships and upholding the company’s reputation for exceptional support.
Responsibilities
- Handle inbound and outbound customer calls with professionalism and efficiency.
- Manage customer inquiries through live chat, email, and phone channels.
- Use CRM and helpdesk tools to track and resolve customer issues effectively.
- Maintain high standards of customer service by demonstrating patience and strong problem-solving skills, especially with upset customers.
- Meet or exceed response-time targets and service level agreements.
- Supervise and guide a team of 20 customer support agents, providing coaching and feedback to enhance performance.
- Train new team members on customer service protocols and software usage.
- Monitor team performance metrics and implement strategies to improve service quality.
- Maintain a reliable work environment conducive to focused and efficient customer support.
- Collaborate with other departments to escalate and resolve complex customer issues.
- Continuously update knowledge of company products and services to provide accurate information.
- Prepare and present reports on team performance, customer feedback, and service improvements.
- Foster a positive team culture that supports collaboration, motivation, and professional growth.
- Ensure compliance with company policies and customer data protection regulations.
Cities
Faisalabad, Pakistan | Karachi, Pakistan | Multan, Pakistan (Remote)
Experience
2 Years
Apply By
Required Skills
- Customer Service
- Inbound and Outbound Call Handling
- Communication
- Problem Solving
- Patience
- CRM Software
- Helpdesk Tools
- Live Chat Software
- Team Management
Nice to Have Skills
- Training and Development
- Performance Monitoring
- Reporting
- Workforce Scheduling