Sr. Manager Customer Service

3 weeks ago

Lahore, Punjab, Pakistan Master Group of Industries Full time
Sr. Manager Customer Service
Master Group of Industries, Pakistan

Responsibilities:

  1. Develop complaints procedures in writing to be given with mattresses for customers' reference.
  2. Develop and implement customer feedback forms and report on their findings on a monthly basis.
  3. Develop customer service procedures, policies, and standards and document them.
  4. Coordinate with other managers to discuss possible improvements to customer service.
  5. Coordinate with other departments to increase the efficiency of the complaint process.
  6. Act as a mentor for customer service team members.
  7. Learn about products and keep up to date with changes.
  8. Stay ahead of developments in customer service by reading relevant journals, attending meetings, and participating in courses.
  9. Provide customers with the help they need and advise them on products relevant to their needs.
  10. Communicate courteously with customers by telephone, email, letter, and face-to-face.
  11. Investigate and solve complex or long-standing customer problems passed on by complaint verification officers.
  12. Make decisions regarding processed complaints.
  13. Issue replacement or repaired mattresses to customers.
  14. Keep accurate records of discussions or correspondence with customers.
  15. Analyze statistics or other data to determine the level of customer service being provided.
  16. Produce written information for customers in the form of leaflets, price lists, brochures, etc.
  17. Visit difficult customers to provide one-to-one service as needed.
  18. Perform any other tasks assigned by management regarding Customer Services.
Job Specification

Education: Master in Business Administration

Experience: Minimum 7 years of experience

Location: Information Technology and Services - Lahore, Pakistan

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