Customer Service Representative - TJ / 1942741

Our client Abacus Outsourcing is looking for a Customer Service Representative in Lahore

Abacus Outsourcing is seeking motivated and articulate individuals to join our team as Customer Service Specialists. This role focuses on delivering exceptional customer support by managing customer interactions across multiple channels including calls, emails, and live chat. The ideal candidate excels in understanding customer concerns, resolving complaints promptly, and maintaining a high level of customer satisfaction through professional and empathetic communication. Fluency in English with an American or neutral accent is essential, along with strong interpersonal and active listening skills. This position requires a customer-first mindset, attention to detail, and the ability to work efficiently in a target-driven, rotational shift environment.

Customer Service Specialists at Abacus Outsourcing are responsible for ensuring excellent service quality that aligns with company standards and quality assurance guidelines. Candidates must demonstrate accountability in handling customer issues, documenting interactions accurately in CRM systems, and following company policies and procedures. The role demands effective problem-solving and conflict resolution skills to manage challenging situations while maintaining professionalism. Opportunities for growth, comprehensive onboarding and training, and a supportive work environment are provided to enable employees to advance in their careers within the company.

Responsibilities

• Handle and respond to customer inquiries, complaints, and service requests promptly across phone, email, and live chat channels.
• Understand customer issues thoroughly and provide accurate, relevant, and timely solutions to ensure customer satisfaction.
• Meet and maintain established turnaround time targets for resolving customer concerns.
• Take ownership of customer cases and ensure all concerns are followed up and escalated appropriately according to company guidelines.
• Maintain a professional, empathetic tone in all customer interactions to promote a high level of customer satisfaction.
• Adhere to quality assurance standards to consistently deliver high-quality customer service.
• Explain product features, service procedures, and technical information clearly and in simple terms to customers.
• Accurately document all customer interactions and resolutions within the CRM system for record keeping and reporting.
• Follow company policies, standard operating procedures, and service quality guidelines strictly to ensure compliance and service consistency.
• Work effectively in a rotational shift environment, adapting to morning, evening, or night schedules as required.
• Collaborate with team members to share best practices, provide support, and contribute to a positive team environment.
• Continuously update skills and knowledge through training and coaching to improve performance and customer service delivery.
• Manage customer expectations effectively, especially in difficult situations, to resolve conflicts constructively and maintain positive relationships.
• Strive to achieve assigned targets related to quality assurance, customer satisfaction, and productivity metrics.