Customer Response Manager

6 days ago

Lahore, Punjab, Pakistan M&S Ventures Full time

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Direct message the job poster from M&S Ventures

Human Resources Professional | Talent Acquisition | Employer Branding | Employee Relations | HR Operations | Total Rewards Management

Company Description:

BIG Ideas Generation Group (BIG) is a dynamic HR consultancy firm founded in 2011, dedicated to transforming the way businesses manage and develop their people. With a strong focus on strategic HR solutions, BIG partners with organizations to optimize talent acquisition, performance management, leadership development, and workplace culture.

Role Description:

We are seeking a highly motivated and customer-focused Customer Response Manager to oversee and enhance our customer service operations. This role is responsible for managing customer interactions, ensuring prompt and effective responses, resolving complaints, and improving overall customer satisfaction. The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record in customer service management.

Key Responsibilities:

  • Oversee the customer response team to ensure timely and accurate handling of inquiries, complaints, and service requests.
  • Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer satisfaction.
  • Monitor and analyze customer feedback, identifying trends and areas for improvement.
  • Work closely with cross-functional teams, including sales, marketing, and operations, to ensure a seamless customer experience.
  • Train, mentor, and support customer service representatives to improve service quality and team performance.
  • Utilize CRM software and other customer service tools to track interactions and improve response times.
  • Handle escalated customer issues and ensure satisfactory resolutions.
  • Prepare and present reports on customer service performance metrics.
  • Stay updated on industry trends and customer service innovations to continuously enhance processes.

Qualifications:

  • Bachelor's degree in Business Administration, Customer Service, Communications, or a related field.
  • Proven experience in a customer service leadership role.
  • Strong customer satisfaction, communication, and customer service skills.
  • Strong problem-solving skills with the ability to handle difficult customer interactions professionally.
  • Analytical skills and account management experience.
  • Excellent verbal and written communication skills.
  • Ability to work well under pressure and prioritize tasks.

Note: Immediate joiners will be given preference.

Interested candidates are requested to share their profiles at careers@bigideas-group.com with the position in the subject line.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Management and Manufacturing

Industries

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