Customer Service Manager

4 days ago

Karachi, Sindh, Pakistan A garment manufacturing factory Full time
Qualifications and Skills
  • Experience: Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce, with experience managing remote teams.
  • Industry Knowledge: Familiarity with garment retail, particularly knitted apparel (hoodies, t-shirts, sweatshirts, pajamas), including product specifications and customer expectations.
  • Leadership: Proven ability to lead, motivate, and manage a team of CSRs in a remote, fast-paced environment.
  • Communication: Exceptional verbal and written English communication skills, with the ability to train CSRs to meet North American customer standards.
  • Technical Skills: Proficiency in CRM systems, e-commerce platforms (e.g., Shopify), and Microsoft Office Suite.
  • Cultural Adaptability: Understanding of USA and Canada customer service expectations, including professional tone, cultural sensitivity, and responsiveness.
  • Problem-Solving: Strong analytical and problem-solving skills to handle complex customer issues and improve team performance.
  • Education: Bachelor's degree in business, communications, or a related field preferred; a high school diploma or equivalent required.
  • Availability: Willingness to work flexible hours to accommodate USA/Canada time zones (e.g., evening shifts in Pakistan to align with North American business hours).
Work Environment
  • Remote Role: Based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.
  • Tools Provided: Access to CRM software, communication platforms (e.g., Slack, Zoom), and training resources.
  • Schedule:
  • ( 7 PM–2 AM PKT).
Key Responsibilities
  • Team Leadership: Supervise, train, and mentor a team of Pakistan-based CSRs to deliver high-quality customer service to USA and Canada customers, ensuring adherence to brand standards.
  • Customer Interaction Management: Oversee handling of customer inquiries, complaints, and order issues (e.g., sizing, returns, shipping) for knitted apparel, ensuring timely and effective resolutions.
  • Process Optimization: Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
  • Escalation Handling: Address escalated customer issues, particularly those involving product quality, delivery delays, or complex returns, maintaining a professional and customer-centric approach.
  • Cross-Cultural Communication: Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment (e.g., EST, PST).
  • Performance Monitoring: Track and analyze team performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and provide regular reports to senior management.
  • Technology Utilization: Manage and optimize the use of CRM software, and e-commerce tools to streamline customer interactions and improve efficiency.
  • Training and Development: Recruit, onboard, and train new CSRs, fostering a culture of excellence, accountability, and product knowledge specific to knitted apparel (e.g., fabric care, sizing charts).
  • Collaboration: Work with USA/Canada-based marketing, sales, and logistics teams to align customer service with business goals, ensuring seamless order fulfillment and customer experiences.
  • Compliance and Reporting: Ensure compliance with company policies, data protection regulations (e.g., GDPR for Canada, CCPA for USA), and maintain accurate records of customer interactions.

Job Type: Full-time

Education:

  • Bachelor's (Preferred)

Work Location: In person

Application Deadline: 05/09/2025; Expected Start Date: 05/09/2025


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