Assistant Customer Service Manager

5 days ago

Gujujranwala City Tehsil, Pakistan Dawlance Full time

Job Responsibilities:

  • Oversee the daily operations and overall performance of the AWS (After Sales Service Workshop), ensuring quality service delivery and effective staff supervision.
  • Address customer complaints promptly and delegate resolution tasks to relevant team members. Ensure proper documentation and, in case of any discrepancies, take corrective actions in consultation with the Branch Manager.
  • Ensure that once a complaint has been resolved by Dawlance Technical Service Officers, the same issue is not reported again, reflecting long-term resolution.
  • Maintain strong and professional relationships with dealers and franchise partners to enhance business value. Ensure timely submission of all relevant reports (Revenue, Customer Satisfaction, Quality, Warranty Issues, and Trainings) to the Branch Manager.
  • Ensure all employees are aware of and adhere to health and safety guidelines.
  • Manage and monitor warranty claims, operational costs, revenue generation, and quality improvement initiatives.
  • Supervise daily cash collections, ensure reconciliation, and oversee timely bank deposits. Report all financial activities to the Branch Manager daily.
  • Ensure smooth branch operations by implementing and enforcing policies and procedures issued by upper management.
  • Guide and support team members to meet performance targets (KPIs) and adhere to Standard Operating Procedures (SOPs).
  • Perform any additional tasks or responsibilities as assigned by the Branch Manager.
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