Customer Experience Department at Cheetay.pk

Careers

Here at Cheetay.pk, people are at the heart of everything we do. Not only is our customer base our business lifeline, but as a company we view our talented team as our most valuable asset. We are doing some exciting work in the e-commerce world at the moment and are on our way to expand into other verticals, build more categories and disrupt more industries.

Do you have the creativity, speed and the tenacity it takes to be a Cheetah? We’d love to have you!.

Customer Experience

Contact Center Executive

Lahore | Full-time

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We are currently looking for an energetic individual to join our Customer Experience Department in Lahore.

Responsibilities:

Manage large amounts of inbound and outbound calls in a timely manner.
Follow communication “scripts” when handling different topics.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Seize opportunities to upsell products when they arise.
Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our call center database in a comprehensible way.
Frequently attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets.

Requirements:

Experience: (6 Months – 1 Year at least)
Track record of achieving assigned quota.
Strong phone and verbal communication skills along with active listening.
Familiarity with CRM systems and practices.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively.
Working hours: 9 hours, 6 days a week in any shift (morning or evening).

Location:

3rd Floor, New Auriga Centre, Main Boulevard Gulberg, Block G Gulberg 2, Lahore.

Customer Support Executive

Lahore | Full-time

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We are currently looking for an energetic individual to join our Customer Experience Department in Lahore.

Responsibilities:

Providing introductory information to new customers.
Ensuring that customers are satisfied with products or services.
Following up with clients or customers to check that they’re still satisfied with any purchases.
Letting customers or clients know about additional products or services.
Determining the quickest, most effective ways to answer a client’s or customer’s questions.
Escalating queries and concerns.

Requirements:

Experience: 1 Year+
Time management.
Strong verbal and written communication skills.
Meeting deadlines.

Location:

3rd Floor, New Auriga Centre, Main Boulevard Gulberg, Block G Gulberg 2, Lahore.

Community Management Associate

Lahore | Full-time

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We are currently looking for an energetic individual to join our Customer Experience Department in Lahore.

Responsibilities:

Manage everyday interactions with consumers across social media channels (including Instagram, Twitter, Pinterest, Facebook).
Manage consumer support via social channels, website, and emails whilst coordinating with internal teams for offering timely and correct answers for consumer interactions
Build relationships, engage with potential influencers and manage influencer campaigns.
Manage tracking and reporting for all social channels and consumer support.
Provide support at trade shows, marketing activations, and other consumer-facing events.
Contribute in general to department and organizational projects.
Have a technical aptitude, experience on Instagram, Facebook, Twitter in managing brand profiles and community management and a natural skill for trending modes of communication.

Requirements:

Experience: 2-3 years.
Possess a Bachelor’s degree.
Have excellent copywriting skills for: ad creative copy, newsletters, website, and everyday interactions with consumers across multiple social media channels and email.

Location:

3rd Floor, New Auriga Centre, Main Boulevard Gulberg, Block G Gulberg 2, Lahore.

AM - Trainer

Lahore | Full-time

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We are currently looking for an energetic individual to join our Customer Experience Department in Lahore.

Responsibilities:

Arrange training for agents/leads helping them in making better service levels
Work closely with QA team to give refresher to the team
New recruited agents training and development program to introduce
Introduce digital trainer mechanism for ease of everyone within command center

Requirements:

A minimum of 2-4 years ’ experience in quality assurance, process or experience design or a related field especially in customer service/call centre industry. At least 2-3 years in call centre.
Extensive knowledge of BPO and call centre setup.
Advanced knowledge in generating process documentation including complex scenarios
Good communication skills

Location:

3rd Floor, New Auriga Centre, Main Boulevard Gulberg, Block G Gulberg 2, Lahore.

QA Executive

Lahore | Full-time

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We are looking for a potential resource for the department of Customer Experience.

Responsibilities:

Preparing and implementing quality assurance policies and procedures.
Performing routine inspections and quality tests on Calls/Chat/Email.
Identifying and resolving workflow and production issues.
Ensuring that standards and safety regulations are observed.
Addressing and discussing issues and proposed solutions with superiors.
Documenting quality assurance activities and creating reports.
Making recommendations for improvement.
Conduct Daily huddles for CSRs for Daily Updates on company product/policies and procedure updates to ensure compliance on quality deliverables.
Achieve Weekly Agent’s Call/Chat evaluation Targets

Requirements:

Working hour timings can be in shifts. Working window would be from 9 am till 12 am (9 hours shift)

Location:

Lahore: Auriga Center, 3rd floor. Main Boulevard, Gulberg 2.

Team Lead - Community Management

Lahore | Full-time

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Cheetay is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment to be critical for success. Employment is decided on the basis of qualifications, merit, and business needs. We are looking for an energetic individual to join our Customer Experience Team.

Responsibilities:

Monitor team performance and quality report on metrics
Responsible to share work code stats on monthly, weekly and daily basis
Manage customer feedback (emails)
Content management across social media platforms
Responsible to maintain SL (service level) and handle queries of In-house and external stakeholders.
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operations
Motivate team members
Discover training needs and provide coaching. Responsible to take care of official WhatsApp channels.
Responsible to arrange necessary training sessions.

Requirements:

Experience: 2+ years
Education: Bachelors/Masters
Job Location: Lahore (Auriga Office)

Location:

Lahore: Auriga Center, 3rd floor. Main Boulevard, Gulberg 2.