Customer Services Specialist
Contour Software
Karachi, Sindh, PK
5d ago

The Division .

Constellation Home Builder Systems (CHS / Newstar) is the leading software vendor exclusively focused on the homebuilding industry.

It is North America's fastest growing and most successful provider of fully integrated construction information management solutions for homebuilders.

Our parent company is Constellation Software Inc. (CSI), a well-capitalized, publicly traded Canadian software company that specializes in vertical market software (www.

csisoftware.com). We offer the benefit of working with a medium sized company while enjoying the support and opportunity of being part of a large organization.

The Position

We are seeking a Customer Care resource, with exceptional communication skills - both verbal and written - to fulfill Level-1 Customer Care duties, from the Contour-Karachi office, as part of the North America region Customer Care team serving CHS / Newstar.

The hired individual shall be mainly responsible to manage inbound emails, ticket portal submissions, assigning tickets and follow a well-defined step-by-step incident management process.

Job Responsibilities

  • Provide proactive customer follow-up and issue management, including coordination of customer calls
  • Monitor incidents, prioritize, and respond internally as appropriate.
  • Own personal metrics and contribute to achieve Team Goals
  • Develop relationships with the Care and Account Management teams
  • Interact regularly with Development, Customer Success, and Implementation groups.
  • Complete training sessions, videos, knowledge base, to stay up to date on the latest methods related to the role.
  • Curate the video training center, checking in content, insuring content is useable, searchable
  • Collaborate with Care Managers on the Knowledge Centered Support Initiative
  • Required Qualification & Skills

  • Diploma in English or equivalent Bachelors.
  • 2 years professional experience in Customer Care or Customer Service
  • Excellent verbal and written English communication skills.
  • Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing, spreadsheet and collaboration software (e.
  • g. Word, Excel, Teams).

    Required Traits

  • Conscientious, Responsible, Tenacious.
  • Thorough, Technical, Articulate.
  • Polite, Professional, Tactful.
  • Nice to Have

  • Knowledge of SQL, writing queries.
  • Work Timings

  • Monday to Friday : 6 PM 3 AM Pakistan Standard Time
  • Exciting Benefits we offer :

  • Market-leading Salary
  • Medical Coverage Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan Tenured Employees Only
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch / Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment
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