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As a Customer Services Officer, you’ll be the primary point of contact for our overseas clients, helping them navigate through requests, concerns, and urgent needs regarding their families in Pakistan. You'll provide prompt, empathetic support through various channels—phone, text, and email—and work closely with cross-functional teams to ensure every client interaction is resolved effectively and compassionately.
Key Responsibilities:
- Client Communication & Request Management
- Promptly respond to client inquiries by phone, text, and email.
- Log all client requests accurately in our CRM.
- Uphold a warm, polite, and empathetic demeanor in all interactions.
- Case Tracking & Resolution
- Monitor and track each request, ensuring timely resolution within our Turn Around Time (TAT).
- Coordinate with operations, escalating cases as necessary.
- Complaint Handling & Follow Up
- Accurately log complaints and follow up actively until resolved.
- Keep clients informed throughout the resolution process.
- Collaboration & Escalation
- Work cross-functionally to fulfill client needs and escalate cases requiring higher-level attention.
- Service Quality & Empathy
- Provide high-quality service that reflects ResQ999's values of compassion and reliability.
- Ensure every client feels heard, valued, and reassured.
Qualifications:
- Bachelor’s degree in business, Communications, or a related field (preferred).
- 2 years’ experience in customer service, client management, or a similar role.
- Proficient in verbal and written English and Urdu.
- Familiar with CRM systems and case management basics.
- High levels of empathy, patience, and professionalism.
Skills:
- Strong communication and interpersonal abilities.
- Excellent problem-solving skills and attention to detail.
- Ability to multitask and handle high-pressure situations.
- Proficient in CRM software and MS Office Suite.
ResQ999 is a subscription based service that helps subscribers around the clock in serving and protecting their family members back in Pakistan.
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