Customer Support Associate

PackageX
Full time Full day
Islamabad

About PackageX


PackageX is the world’s first Headless Logistics Cloud. Hundreds of enterprises - across all industries - use PackageX’s flexible first-to-last yard logistics APIs and infrastructure to digitize manual workflows, connect siloed point solutions and drive customer retention.


Our vision is to build the most advanced logistics infrastructure company that orchestrates the movement of physical things and becomes the defining backbone of the digital supply chain.


We're a fast-growing seed-stage startup in New York City with a distributed global team backed by Sierra Ventures, Ludlow Ventures, MXV Capital, Pareto Holdings, and other strategic investors and angels.


Your role:


We are looking for a Customer Support Associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer Support Associate will ensure excellent service standards, respond efficiently to customer Inquiries, and maintain high customer satisfaction.


Responsibilities:



  • Resolving phone and email customer inquiries - Online customer queries.

  • Processing and logging incoming calls - Incoming emails, & online tickets.

  • Identifying customer needs.

  • Forwarding and escalating inquiries to relevant stakeholders and departments.

  • Contacting customers to give them accurate feedback on the progress of their inquiries.

  • Providing outstanding customer service.

  • Updating customer information as required.

  • Maintaining confidentiality of information and making sure the team is GDPR compliant.


What You Need:



  • Bachelor’s in business administration or Mass Communication.

  • 1 to 2 years of customer service experience, preferably in a SaaS based environment.

  • Outstanding communication skills, both verbal and written.

  • Strong people skills and ability to build good customer relations.

  • Ability to work rotatory shifts as per company’s requirement.

  • Ability to quickly grasp our product knowledge.

  • Good at Microsoft Office. (PowerPoint/Excel).


What can you expect from the application process?


All applications will be looked at by the People team who will reach out to shortlisted candidates. Across various interview rounds, you'll speak with the hiring manager and other functional heads. We want to have an open discussion about your work and how we can be a great fit for each other. The process may also involve an assessment or presentation relevant to the role. You can expect an offer after three rounds of interviews. All offers are subject to satisfactory reference and background checks.


We are an Equal Opportunity Employer and consider applicants without regard to race, color, national origin, gender, sexual orientation, genetics, age, marital status, veteran status, disability status, or any other basis forbidden under federal, state, or local law.

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