Customer Engagement Specialist (P6)

The Customer Engagement Specialist excels in conducting customer journey mapping and analyzing customer feedback to identify opportunities for improving overall service quality and enhancing customer loyalty. You apply negotiation strategies and mediation techniques to effectively address conflicts and concerns while maintaining the highest standard of professionalism. Proficiency in CRM software and data analysis enables you to track customer interactions and ensure consistent follow-up. This role is suited for professionals with at least one year of relevant experience in customer engagement, strong verbal communication abilities, and willingness to work varied shifts to support global customer bases. Being detail-oriented and maintaining positive interactions are essential to succeed and contribute to Prime BPO's commitment to exceptional customer service.
Responsibilities

Manage and maintain customer relationships through multiple communication channels, ensuring timely and effective responses to inquiries and issues.
Utilize customer journey mapping to identify pain points and recommend improvements in customer engagement processes.
Analyze customer feedback and interaction data to assess service quality and suggest actionable solutions for enhancement.
Employ conflict resolution methods including mediation techniques and negotiation strategies to address customer concerns professionally.
Ensure accurate documenting and updating of customer information within CRM systems to maintain data integrity.
Collaborate with internal departments using collaboration tools to align customer support efforts and deliver consistent service.
Adhere to company policies and professional standards to uphold a positive image during customer interactions.
Adapt to working night shifts as required, maintaining high levels of focus, politeness, and effective communication at all times.
Monitor and identify inconsistencies or issues in customer accounts or processes and report or resolve them promptly.
Contribute to continuous improvement initiatives by providing insights gained from customer interactions and feedback.
Demonstrate and maintain excellent verbal communication and listening skills to understand and address customer needs fully.
Take ownership of customer issues from initiation to resolution, ensuring customer satisfaction throughout the process.

Skills

Customer Relationship Management (CRM) multichannel communication Customer Journey Mapping Data Analysis Customer Feedback Management Conflict Resolution Collaboration Tools Mediation Techniques Negotiation strategies Verbal Communication Active Listening Attention to Detail Computer Literacy Professionalism Customer Service Time Management

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Rawalpindi, Pakistan

Gender:

No Preference

Minimum Experience:

1 Year

Apply Before:

Sep 19, 2026

Posting Date:

Aug 18, 2026

Prime BPO

· 1001-1500 employees - Rawalpindi

Prime BPO & Telecommunications is a Business Process Outsourcing company that was established in 2015. The company has a clear vision to be the market leader and provide outstanding quality customer service for all our new and existing clients. The company stands better and is different with its employment and employees' personal development plan.