Customer Service Manager

Futuro Digital Pvt. Ltd.; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their customer service department. With a focus on enhancing customer experience, you will be responsible for developing effective policies, managing a proficient team, and driving operational improvements. This role offers the opportunity to work with international brands, providing a professional environment for growth and mentorship. If you have a passion for customer service and a knack for building relationships, this position is perfect for you.

Benefits

Professional working environment

Mentorship opportunities

Career progression

Exposure to international brands

Qualifications

• 5+ years of experience in customer service management.
• Strong analytical skills to improve service quality and productivity.

Responsibilities

• Lead and manage the customer service department effectively.
• Implement strategies to enhance customer loyalty and satisfaction.

Skills

Customer Service Management

Team Building

Data Analysis

Operational Improvement

KPI Setting

Client Relationship Management

English Communication

Education

Bachelor's Degree

Master's Degree

Job description

Customer Service Manager Job Description

Job Summary

We are looking for an experienced Customer Service Manager with 5+ years’ experience, who has worked within an established Customer Support/Service environment and has client and customer facing experience.

You will be the key liaison to our UK client’s customer service department therefore, you must have excellent Written and Verbal English communication.

Key Skills and Areas of Responsibilities

Ability to build a proficient and engaged team around you

Plan, prioritise and delegate work tasks to ensure the proper functioning of the customer services department

Identify opportunities to improve the customer experience and implement initiatives effectively to drive customer loyalty

Recommend and implement operational improvements to take the customer experience to the next level

Handle complex and escalated customer service issues

Develop and implement in house customer service policies and procedures, customer service standards and service levels agreements

Analyse relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability

Liaise with company management to support and implement growth strategies

Set KPIs, evaluate and performance management of staff identify and address staff training and coaching needs

Nurture and develop relationships with our clients

You

Previous Call Centre/Customer Service Management experience

Educated to a minimum Bachelors/Masters level

Willingness to work in our office in the evening and night shifts

Job Specification

What we offer:

A monthly salary (dependent on experience)

Enhance your customer service management career by working with a variety of international brands

Learnings and best practices in the customer service industry using a variety of digital tools

A professional working environment

Mentorship from people who’ve seen and done it all

Progression as we expand our client portfolio