Customer Services Lead

3 days ago

Islamabad, Islamabad, Pakistan Tripshepherd Full time
Overview

The Customer Service Lead will oversee the day-to-day operations of the customer support team in Pakistan. This role involves handling customer interactions directly while also providing guidance, training, and oversight to ensure service quality. The Lead will serve as the first point of escalation for customer issues, manage team schedules, and help maintain smooth coordination between customer service staff and internal departments.


Location: Islamabad (on-site)


Schedule: 9-hour fixed hours aligned with Canadian Eastern Standard Time (EST)


Working Days: 5 days (Saturday and Sunday mandatory)


Department: Customer Experience



Customer Support Duties
  • Real-Time Booking Monitoring: Monitor new bookings and follow up promptly to collect missing details required for assigning a tour guide (e.g., email, phone number, pickup location).
  • Order Confirmation & Follow-up: Contact customers after they place an order to confirm booking details and prevent last-minute issues.
  • Customer Information Management: Ensure all essential fields are accurately completed in the booking system.
  • Customer Engagement: Communicate professionally with customers, answer questions, and provide guidance to improve their travel experience.
  • Post-Tour Follow-ups: Conduct scripted feedback calls with guests after tours. Calls will be recorded for quality assurance, market research, and service improvement.
  • Customer Insight Collection: Gather feedback and share insights with management to help improve guest experience and service delivery.
  • Issue Resolution: Handle booking-related concerns and escalate complex cases when necessary.
  • CRM & Data Entry: Maintain up-to-date, accurate records of all customer interactions and booking changes.


Leadership Duties
  • Team Oversight: Supervise and support a small team of Customer Service Representatives (CSRs) in Pakistan, ensuring adherence to schedules, policies, and performance standards.
  • Scheduling Support: Assist in coordinating shift coverage, especially on weekends and during staff absences.
  • Training & Coaching: Provide guidance, mentorship, and ongoing training to team members to ensure quality service.
  • Quality Assurance: Review team performance against service standards and provide feedback for improvement.
  • Collaboration: Act as a communication bridge between the customer service team and other internal departments (e.g., Operations, Sales, Marketing).
  • Reporting: Track and report key service metrics, such as customer satisfaction, booking accuracy, and feedback call quality.


Qualifications
  • 4-6 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
  • Strong verbal and written communication skills in English.
  • Ability to manage time-sensitive tasks in a fast-paced environment.
  • Comfortable working in EST time zone, including weekends.
  • Proficiency with CRM systems, booking software, and standard office tools.
  • Strong problem-solving and conflict-resolution skills.
  • A collaborative mindset with the ability to coach and mentor team members.
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