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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

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:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

Responsibilities:

• To manage Escalation Support Team during different shifts
• Generate team efficiency reports periodically and need basis on business requirements
• Divide tasks among teams in real time and get tasks done within the assigned time
• Can mentor new joining staff or new team members on daily tasks
• Provide customer support
• Solve customer complaints within the defined TAT on specific portals by taking the concerned stake holders /department in loop/li>
• Prepare weekly reports and implement management directives on improvement.

Specific skill set / Candidate Requirements:

• Team leader
• Have worked in similar role before in an organization leading 5-10 people with different or same responsibilities.
• Can present KPIs to the management and is able to get the complex tasks segmented in small units
• Have interpersonal skills to communicate /manage teams members from different skill set and educational background

Preferable employment background:

Ecommerce call center, Telecommunication Helpdesk, Telecommunication Operators Vendors subcontractors HLO, NOC, International Call centers, Customer Care Centre Agents/ leaders

Education:

Bachelors , preferably Masters (B.com, M.com, BCS, BE, BBA, BSC, MBA)

Experience:

At least 2 years (as team lead)

Location:

110 B Faiz Ahmed Faiz Rd, Quaid-e-Azam Industrial Estate, Punjab 54700

Responsibilities:

• Rider coordination and team building
• Order assignment
• Rider follow up for No Show / Late arrival / Problem orders / Paused Riders / Back to base Riders
• Handling of riders’ non live issue – Salary information, Shift adjustment, Leave adjustment
• Customer coordination for their orders
• Rider Hiring, Training, Equipment Handover, Activation
• Daily Rider Capacity Review & reduce gap
• Liaison with finance team regarding rider wallet adjustments

Requirements:

• Education: Bachelors
• It will be a 9 hours 6 days job, having different shifts including morning and evening shifts.

Location:

Job Location: Islamabad

Responsibilities:

• Overall responsible for mart order delivery operations including rider management and customer orders.
• Alignment with HO for business processes and KPIs
• Leading a team of mart helpdesk executives
• Analysis and improvement plan for each mart
• Leading the Rider coordination and team building
• Order assignment
• Rider follow up for No Show / Late arrival / Problem orders / Paused Riders / Back to base Riders
• Handling of riders’ non live issue – Salary information, Shift adjustment, Leave adjustment
• Customer coordination for their orders
• Rider Hiring, Training, Equipment Handover, Activation
• Rider Compliance – KPI Abuse, Fraud and Rider Attire.
• Daily Rider Capacity Review & reduce gap
• Liaison with finance team regarding rider wallet adjustments

Requirements:

• Education: Bachelors

Location:

Job Location: Islamabad