Client Relation Officer  
iStarz limited (Xstream Gym)   More jobs from this company

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Job Title:   Client Relation Officer
Category:   Client Services
Total Positions:   2
Job Location:   Lahore
Gender:   No Preference
Minimum Education:   Bachelors
Career Level:   Experienced Professional
Minimum Experience:   1 Year year(s)
Salary Range:   PKR 25,000 to 35,000 per Month
Apply By:   Jan 2, 2020
Job Description:

We are a UK Fitness Brand looking to expand our business in new territories. We outsource all of our back office work to Lahore. We expect European standards and attention to detail, we want a highly motivated individual who can learn quickly and is not afraid to adapt to new challenges. The candidate should not be afraid of challenges, to take initiative, to use logic and common sense to solve problems quickly and above all else, must be someone who can work un-supervised and get on with the job at hand with minimal effort.

If you work with us you will grow with us, we want to mould the successful candidate into a management role. You will learn a lot about how the European and Western consumer markets think and spend money, this is a truly remarkable opportunity, to learn beyond what any school or university can teach, a real life opportunity to deal with customers from around the World and to provide them with a World class level of service.

Job Description

You will be required to attract potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction, you will often be needed to answer repetitive customer questions which you must learn how to deal with and answer with speed and fluidity.

The job requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. You must have knowledge of commonly-used concepts, practices and procedures of customer services. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision and pressure to respond to inquiries within certain time frame windows. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job functions

·         Open and maintain customer accounts by recording account information

·         Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

·         Prepare daily log of all inquiries handled and submit weekly report to update management on progress

·         Answer and manage all incoming calls

·         Open and reply to all emails and messages from customers with satisfactory responses

·         Pass sales leads on to management

·         Identify and assess customers’ needs to achieve satisfaction

·         Build sustainable relationships of trust through open and interactive communication

·         Provide accurate, valid and complete information by using the right methods/tools

·         Meet personal/team sales targets and call handling quotas

·         Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

·         Keep records of customer interactions, process customer accounts and file documents

·         Follow communication procedures, guidelines and policies

·         Go the extra mile to engage customers

·         Resolve customer complaints via phone, email, mail or social media

·         Use telephones to reach out to customers and verify account information

·         Greet customers warmly and ascertain problem or reason for calling

·         Cancel or upgrade accounts

·         Assist with placement of orders, refunds, or exchanges

·         Advise on company information

·         Take payment information and other pertinent information such as addresses and phone numbers

·         Place or cancel orders

·         Answer questions about warranties or terms of sale

·         Act as the company gatekeeper

·         Suggest solutions when a product malfunctions

·         Handle product recalls

·         Handle re-delivery of products after recalls

·         Attempt to persuade customer to reconsider cancellation

·         Inform customer of deals and promotions

·         Sell products and services

·         Utilize computer technology to handle high call volumes

·         Work with customer service manager to ensure proper customer service is being delivered

·         Close out or open call records

·         Compile reports on overall customer satisfaction

·         Read from scripts

·         When answering frequently asked questions, save them and re-use when asked repetitively

·         Handle changes in policies or renewals

·         Resolve customer complaints via phone, email, mail or social media

·         Follow protocols and procedures in return process and always maintain great continued relationship with all customers


·         Excellent English language both written and oral

·         Proven customer support experience

·         Track record of over-achieving quota

·         Strong phone contact handling skills and active listening

·         Familiar with CRM systems and practices

·         Customer orientation and ability to adapt/respond to different types of characters

·         Excellent communication and presentation skills

·         Ability to multi-task, prioritize and manage time effectively

·         High school diploma or equivalent; college degree preferred

Customer service representative top skills & proficiencies

·         English

·         Customer Service

·         Product Knowledge

·         Computer Skills: Excel, Word and ease of use of other software’s

·         Quality Focus

·         Market Knowledge

·         Documentation Skills

·         Listening Skills

·         Phone Skills

·         Resolving Conflict

·         Multitask

·         Patience

·         Negotiation

·         Positive Attitude

·         Attention to Detail

·         People Oriented

·         Analysis

·         Problem Solving

·         Organizational Skills

·         Adaptability

·         Ability to Work Under Pressure

·         Completing tasks


Required Skills:
Intelligence,Problem Solving,English,Customer Service Management

Company Information
Company Name:  iStarz limited (Xstream Gym)
Company Description:

Xstream GYm is supplier of home fitness equipemnt throughout the UK market. Our main focus is on the sale of goods through various e-commerce platforms throughout the UK.

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