Assistant Service Manager

R&I Electrical Appliances; Karachi Division; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

An electronics manufacturing company in Karachi is seeking a Customer Service Manager to enhance team performance and achieve repair revenue targets. The ideal candidate will manage staff, conduct trainings, and develop strategies for customer satisfaction. Strong communication, listening, and problem-solving skills are essential for success in this role. Join us to make a memorable impact on customer experience.

Qualifications

• Ability to inform, help, and advise customers clearly.
• Understanding customer requirements through active listening.
• Effective problem-solving in customer interactions.

Responsibilities

• Plan and control parts/material consumption.
• Conduct orientation programs for new staff and provide training.
• Devise strategies to achieve repair/revenue targets and KPIs.
• Assist in forecasting future targets and improving service standards.
• Evaluate and monitor learning needs of staff.

Skills

Communication skills

Listening skills

Problem-solving skills

Patience

Job description

Plan and control parts/material consumption. Conduct orientation programs for newly appointed staff and train them. Devise strategies to achieve repair/revenue targets/KPIs. Assist NSM in forecasting future targets and devising new plans to enhance CSD staff performance. Assist NSM in formulating, implementing and improving service standards to build a positive environment aligned with the vision for a memorable customer experience. Plan strategies/procedures/policies to ensure KPI targets are achieved within the department. Review job responsibilities of CSD staff and assign as per the best abilities of staff members in consultation with NSM. Evaluate/monitor learning needs of staff and arrange trainings accordingly to enhance knowledge and performance of staff. Oversee the reports for the management to ensure they are accurate and informative. Keep CSD staff informed of changes, opportunities and potential issues and follow up till resolved. Develop long-term strategies to retain/import parts in line with company policy. Monitor and control product sale returns from customers against complaints. Motivate and develop performing team in Customer Service Department. Sharing best practices across the service centres. Carry out routine tasks and implement policies/procedures in letter and spirit. To accept additional duties and other tasks in area other than initially assigned for reasons of flexibility and availability of work.

Job Specification

• Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals;
• Listening skills, to understand exactly what customers require;
• Problem-solving skills;
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;

Electrical/Electronic Manufacturing - Karachi, Pakistan