Customer Service Specialist

Customer Success Specialist

Chapal is a globally-recognized company providing a reliable platform to deploy cloud infrastructure using high-end and purpose-built data centers. Probably having the fastest cloud platform across the world, the rapidly-growing startups and large enterprises trust Chapal to run their databases and applications with minimum latency in order to become faster, more innovative and agile. With us, the clients get to discover and break the boundaries of scalability, performance and reliability. Our platform is ideal for high-end traffic platforms where availability is critical. In short, we build custom solutions that matches the unique needs of our clients. As our client base is rapidly growing and covers every industry there is, Chapal is becoming one of the leading cloud service providers operating from Pakistan.

Chapal is looking for a customer success specialist who is passionate about customer experience and nurturing long-term customer relations. The individual must be able to manage large amounts of incoming calls to take payment information and other pertinent data such as addresses and phone numbers. He/She will be responsible for catering to the customers' queries about products and the company's policies regulating around the products. He/She must be competent and active enough to communicate with customers through various channels. Disclaimer: This is not a sales target based job. Job Responsibilities

• Cater to customers via chat support, emails, social media platform and calls with enthusiasm and active listening
• Meet customer success KPIs of response time, average handling time, and Customer Satisfaction (CSAT)
• Identify issues with customers, investigate queries, and report issues and/or suggest potential ideas to improve the customer lifecycle
• Work with team members to test and improve performance using the Customer Relationship Management software

Job Requirements

• Bachelor's degree (any)
• Minimum of 2+ years of experience in customer support/service
• Proficiency in English and Urdu Languages
• Outstanding verbal and written communication skills
• Sound digital literacy and knowledge of CRMs, and MS Office
• Flexibility and adaptability to cater to multicultural customers
• Resilient to learn and adapt new approaches to improve customer experience
• Background in the e-commerce industry is preferable