Manager - Customer Services

Company Overview

Our Client, a Karachi based company, seeks to appoint experienced professionals for the role of Manager - Customer Services. This is a middle management position focused on delivering exceptional customer experiences.

Job Purpose

To lead and manage the Customer Services function by developing and executing service delivery strategies that enhance customer satisfaction, strengthen brand loyalty, and ensure consistent service excellence across all customer touchpoints. This role is critical in aligning service operations with business goals and driving a customer-centric culture throughout the organization.

Key Responsibilities

Customer Service Strategy & Leadership:

• Develop and implement a robust customer service strategy aligned with company business objectives.
• Establish and monitor KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Complaint Resolution Time, and First Contact Resolution (FCR).

Operational Excellence:

• Lead day-to-day customer service operations to ensure high service levels across all channels (phone, digital, in-person).
• Ensure service standards are maintained across outsourced teams through regular reviews, audits, and performance evaluations.

Complaint Resolution & Experience Management:

• Oversee resolution of escalated and complex customer issues, ensuring timely and customer-centric outcomes.
• Analyse trends in complaints to identify systemic issues and lead corrective action initiatives.

Team Leadership & Development:

• Recruit, train, and mentor customer service staff to create a high-performing and customer-focused team.
• Organize regular training and coaching sessions to upskill staff and improve service delivery.

Process Design & Policy Implementation:

• Design, implement, and regularly update customer service policies, SOPs, and quality assurance processes.
• Ensure adherence to service policies across all regions and channels for consistent customer experience.

Customer Insights & Reporting:

• Utilize CRM systems and data analytics tools to generate insights on customer behaviour, satisfaction, and service efficiency.
• Prepare and present periodic reports on service performance and customer trends to senior management.

Field Evaluation & Improvement:

• Conduct regular visits to regional outlets to assess service quality, gather feedback, and identify areas for improvement.

Education

Minimum 16 years of education, preferably, Master's from a renowned and HEC recognized university or institution/equivalent foreign degree holder institution, in any/or combination of the disciplines.

Experience

Minimum 6 - 8 years of professional experience, preferably in a large national/multinational organization with at least 2 - 6 years of related functional experience in a similar role at an equivalent position.

Skills

• Leadership, coaching, and team development.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in CRM systems, Microsoft Office Suite, and reporting dashboards.

Age

The candidate should preferably be not more than 40 years of age as of the last date of submission of application.

How to Apply

If you have the required experience and educational qualification to take up this challenging role, you are requested to apply by June 15, 2025 at http://jobs.hrs-int.com/.
Only shortlisted candidates will be contacted.

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