Customer Service Manager

3 weeks ago


Lahore, Punjab, Pakistan Futuro Digital Pvt. Ltd. Full time
Customer Service Manager
Futuro Digital Pvt. Ltd., Pakistan

Customer Service Manager Job Description

Job Summary

We are looking for an experienced Customer Service Manager with 5+ years' experience, who has worked within an established Customer Support/Service environment and has client and customer facing experience. You will be the key liaison to our UK client's customer service department therefore, you must have excellent Written and Verbal English communication.

Key Skills and Areas of Responsibilities

  1. Ability to build a proficient and engaged team around you
  2. Plan, prioritise and delegate work tasks to ensure the proper functioning of the customer services department
  3. Identify opportunities to improve the customer experience and implement initiatives effectively to drive customer loyalty
  4. Recommend and implement operational improvements to take the customer experience to the next level
  5. Handle complex and escalated customer service issues
  6. Develop and implement in-house customer service policies and procedures, customer service standards and service level agreements
  7. Analyse relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability
  8. Liaise with company management to support and implement growth strategies
  9. Set KPIs, evaluate and performance management of staff identify and address staff training and coaching needs
  10. Nurture and develop relationships with our clients

You

  1. Previous Call Centre/Customer Service Management experience
  2. Educated to a minimum Bachelors/Masters level
  3. Willingness to work in our office in the evening and night shifts
Job Specification

What we offer:

  1. A monthly salary (dependent on experience)
  2. Enhance your customer service management career by working with a variety of international brands
  3. Learnings and best practices in the customer service industry using a variety of digital tools
  4. A professional working environment
  5. Mentorship from people who've seen and done it all
  6. Progression as we expand our client portfolio
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