Customer Services Manager

1st Movers Ltd; Lahore; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Services Manager to lead operations in Pakistan. This role involves managing customer communications, providing quotes, and ensuring smooth logistical operations. You will be the first point of contact for customers, requiring impeccable English skills and a courteous demeanor. With the company expanding its operations to Pakistan, this position offers a unique opportunity to shape the customer service experience in a growing team. If you're passionate about delivering exceptional service and thrive in a dynamic environment, this role is perfect for you.

Qualifications

• Excellent command of English, both written and spoken.
• Degree level education preferred, especially in business.

Responsibilities

• Manage daily operations and customer communications effectively.
• Provide price quotations and ensure smooth execution of moves.
• Liaise with UK colleagues and contractors for operational success.

Skills

Customer Service Skills

English Language Proficiency

Analytical Skills

Attention to Detail

Education

Degree Level Education

Job description

Degree level education (preferably business degree but not essential)

To maintain day to day operations of the business while taking customer calls and liaising with colleagues in the UK to ensure smooth execution of the move and achieve high customer satisfaction.

About 1st Movers Ltd (UK)
1st Movers is an Edinburgh based Removal Company (moving companies are called removal companies in the UK) providing logistical solutions for Office and Home moves including Piano Moves.

What your routine day at this job will be like!

• Reply to customer emails from last night.
• Call back customers who have submitted ‘quotes’ and ‘call-back’ requests during the night.
• Check availability for potential moves, call contractors to ensure their availability.
• Liaise with contractors to obtain prices for specific requests.
• Ring back customers to provide a quote, email the quote to the customers. Log customer details and quoted price in the system.
• Last week’s quotation has been accepted by customer, reconfirm details, check availability and send booking confirmation after logging the job. Check jobs for the next two days and allocate drivers and other resources, call customers to reconfirm details like addresses and timings.
• Take customers’ calls with last minute issues like delayed drivers, or direction checks to confirm driver location etc.
• Call customers for feedback and request online reviews.
• Log and calculate driver’s hours and wages for the week. (Friday or Monday)

Salary:
We aim to offer a competitive salary for this role. Most importantly, this role will allow you to grow rapidly and we will reward the right candidate to allow financial and intellectual growth.
To apply:
You will be expected to have read the advert and have understood the rough scope of the work. It is required from you to apply by sending us your CV and a personalised cover letter (not a standard copy paste job-seeking mercy petition) stating why you are a suitable candidate, and how we can benefit from hiring you instead of others on our email address, which is [e-mail]. Please include your expected salary in this letter, which is what you would be willing to work for and not a wishful figure.

Job Specification

The role of the Customer Services manager is very challenging and bears huge responsibility. You will in most cases be the first point of contact for most customers and therefore, your English language skills, telephone manner, politeness, and customer service skills should be impeccable. You will also be communicating with colleagues (drivers and porters) and contractors in the U.K on a daily basis. Courteousness and professionalism will be key in all such communications. All communication with customers, colleagues, and contractors is reproduced in writing; therefore, your written English skills should be flawless.

Most customers will have a Scottish Accent which is one of the unique accents of the English language and does require good listening skills; you will be expected to be a fast learner. Providing customers with price quotations will be your domain as well; this would need a methodical analytical approach and good common sense and judgement will be an asset. Operations management requires attention to detail; you will be required to carefully log jobs and allocate appropriate resources to each move, monitor the move as it takes place and ensure that everything is completed smoothly. The company is going through an exciting time, attempting to move some of the operations to Pakistan with the view of expanding and embarking on an ambitious period of growth.

This is a highly responsible role that offers the right person the opportunity to use their in-depth managerial and communication ability using modern platforms of communication. We currently do not have any operations in Pakistan and you will be the first to be in the Pakistan office. Therefore, you should be comfortable working on your own or within a small team. There will be sufficient training provided to assist you in coping with all aspects of the job.

Requirements:

• Degree level education preferably business degree but not essential
• Excellent command of English Language as if it’s your mother tongue - written and spoken. (Yes, we are aware it’s a tall order).
• Available to work Monday to Saturday: 9am-6pm (UK) time with 30mins lunch break.