
Sr. Manager Customer Service
16 hours ago
Master Group of Industries, Pakistan
Responsibilities:
- Develop complaints procedures in writing to be given with mattresses for customers' reference.
- Develop and implement customer feedback forms and report on their findings on a monthly basis.
- Develop customer service procedures, policies, and standards and document them.
- Coordinate with other managers to discuss possible improvements to customer service.
- Coordinate with other departments to increase the efficiency of the complaint process.
- Act as a mentor for customer service team members.
- Learn about products and keep up to date with changes.
- Stay ahead of developments in customer service by reading relevant journals, attending meetings, and participating in courses.
- Provide customers with the help they need and advise them on products relevant to their needs.
- Communicate courteously with customers by telephone, email, letter, and face-to-face.
- Investigate and solve complex or long-standing customer problems passed on by complaint verification officers.
- Make decisions regarding processed complaints.
- Issue replacement or repaired mattresses to customers.
- Keep accurate records of discussions or correspondence with customers.
- Analyze statistics or other data to determine the level of customer service being provided.
- Produce written information for customers in the form of leaflets, price lists, brochures, etc.
- Visit difficult customers to provide one-to-one service as needed.
- Perform any other tasks assigned by management regarding Customer Services.
Education: Master in Business Administration
Experience: Minimum 7 years of experience
Location: Information Technology and Services - Lahore, Pakistan
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