Customer Support Representative

Description

PAKTAMEER is seeking a dedicated Customer Support Representative to join our team. This role involves managing a team of 10 members while delivering exceptional customer service across multiple communication channels. The successful candidate demonstrates strong communication and listening skills, along with the ability to resolve customer issues efficiently. They will leverage their knowledge of customer relationship management software and product expertise to enhance the overall customer experience and support sales initiatives. In this role, you will act as a liaison between customers and the company, ensuring customer satisfaction by addressing inquiries and concerns promptly. Collaborating with your team, you will maintain accurate case documentation and contribute to building and updating our knowledge management resources. Your sales skills will also support identifying opportunities to promote products or services, driving customer engagement and retention.

Responsibilities

• Manage and lead a team of 10 customer support representatives, ensuring effective communication and workload distribution.
• Respond promptly and effectively to customer inquiries through various channels such as phone, email, and chat.
• Utilize Salesforce CRM, Salesforce Case Management, and related tools to track customer interactions and case statuses.
• Resolve customer issues by identifying problems, troubleshooting, and providing appropriate solutions tailored to customer needs.
• Maintain thorough and accurate records of customer interactions, feedback, and case resolutions to support continuous improvement.
• Leverage product knowledge to offer accurate information and assist customers in maximizing their product usage.
• Collaborate with sales teams to identify upselling and cross-selling opportunities during customer interactions.
• Use the Salesforce Knowledge Base and Knowledge Management systems to provide consistent and updated information to customers and team members.
• Train and mentor team members to enhance their communication skills, product knowledge, and problem-solving abilities.
• Monitor team performance metrics and customer feedback to identify areas for improvement and implement necessary changes.
• Promote a customer-centric culture that prioritizes positive experiences and long-term relationships.
• Ensure compliance with company policies and procedures while maintaining confidentiality and professionalism in all interactions.

Experience

2 Years

Apply By

Nov 12, 2026

Required Skills

• Customer relationship management software
• Multichannel Communication
• Issue resolution
• Product Knowledge
• Active Listening
• Salesforce CRM
• Salesforce Case Management
• Salesforce Knowledge Base
• Salesforce Knowledge Management
• Communication Skills
• Sales Skills
• Team Leadership
• Problem Solving

Nice to Have Skills

• Time management