Branch Customer Service Manager — Lead Training & Growth

Dawlance; Punjab; On-site; PKR 1,500,000 - 2,200,000; Full time

Job summary

Dawlance in Multan, Pakistan seeks a Manager Branch Customer Service to lead and develop the branch customer service team. You will drive service quality, coach staff, and coordinate with head office to implement policies.

You will monitor reports, ensure health and safety, engage with dealers for issue resolution and market feedback, and help develop sales forecasts and budgets while safeguarding assets and ensuring compliance with corporate standards.

Qualifications

• MBA or Bachelor’s degree in Engineering or a related discipline.
• 3–5 years in customer service operations, branch management, after-sales service, team supervision, and dealer/franchise relationship management.
• Strong proficiency in MS Office, particularly Excel and data analysis, with knowledge of ERP/branch operations systems, complaint management, inventory and asset management, financial reconciliation, reporting, and excellent communication and problem-solving skills.

Responsibilities

• Ensure branch staff pursue quality service and training.
• Maintain check & balance of all system documents and correct errors with consultation from head of operations.
• Ensure timely, error-free branch and franchise reports to Head Office.
• Ensure health and safety of employees.
• Visit dealers in the territory to resolve product/service issues and gather market feedback.
• Monitor branch performance, assets, and policy implementation.
• Ensure policies by HO are implemented and branch runs smoothly.
• Monitor KPIs and manage daily operations and collections.

Skills

Excel

Data analysis

MS Office

Communication

Problem solving

Team leadership

Customer service

Education

MBA or Bachelor’s in Engineering

Tools

ERP systems

Reporting software

Job description

Dawlance in Multan, Pakistan seeks a Manager Branch Customer Service to lead and develop the branch customer service team. You will drive service quality, coach staff, and coordinate with head office to implement policies.

You will monitor reports, ensure health and safety, engage with dealers for issue resolution and market feedback, and help develop sales forecasts and budgets while safeguarding assets and ensuring compliance with corporate standards.