About the Company:
Mahir Company is the leading, on-demand Home & Personal Care Services Provider in Pakistan, bringing the best professionals online into your home -fast! We are all about bringing on the smartest folks as we continue to grow with an “all hands-on deck” and hypergrowth environment. We achieve this by hiring those who are target-oriented and can thrive in a startup culture.
Job Overview:
As a Customer Service Representative at Mahir Company, you will manage and resolve customer complaints, follow up to ensure satisfaction, and analyze feedback to drive service improvements. Your role involves investigating issues, collaborating with teams, and providing exceptional customer service to enhance overall satisfaction.
Key Responsibilities:
Complaint Management:

• Receive and acknowledge customer complaints related to handyman services and personal care department.
• Investigate and analyze complaints to determine root causes and appropriate resolutions.
• Collaborate with relevant departments to address and resolve complaints efficiently.
• Maintain accurate and detailed records of all complaints and their resolutions.

Follow-Up:

• Conduct follow-up communications with customers to ensure their complaints have been resolved to their satisfaction.
• Address any additional concerns that may arise during the follow-up process.
• Monitor the effectiveness of resolutions and suggest further improvements if needed.

Customer Feedback and Ratings:

• Collect and document customer feedback and ratings through surveys, feedback forms, and direct interactions.
• Analyze feedback and ratings to identify trends, strengths, and areas for improvement.
• Share insights with relevant departments to drive enhancements in services.

Reporting:

• Prepare comprehensive reports on customer complaints, follow-ups, feedback, and ratings.
• Present findings and recommendations to management and other stakeholders.
• Develop and maintain dashboards to monitor key performance indicators (KPIs) related to customer satisfaction and service quality.

Continuous Improvement:

• Collaborate with cross-functional teams to implement improvements based on customer feedback and complaints.
• Monitor the effectiveness of implemented changes and suggest further enhancements.
• Stay updated on industry best practices and incorporate them into the complaint and feedback management process.

Customer Interaction:

• Provide exceptional customer service during all interactions, ensuring a positive customer experience.
• Educate customers on the company’s services to prevent future complaints.
• Handle difficult situations calmly and professionally, ensuring customer satisfaction.

Job Type: Full-time
Pay: Rs35,000.00 - Rs55,000.00 per month