Customer Service Manager

4 weeks ago

Wah Cantonment, Pakistan LINRCO Pakistan Full time

Customer Service Manager | Onsite | Wah Cantt, Pakistan | Sunday to Thursday, 9 am - 6:00 pm | Competitive salary package

Leading International Recruitment Corporation (LINRCO) is an international recruitment firm that specializes in the deployment of qualified professionals in various sectors such as Healthcare, Oil & Gas, Information Technology, Telecommunications, Aviation, and Hospitality. With over fifty years of professional experience, LINRCO has a strong reputation in recruitment and workforce solutions, deploying an average of 5,000 workers annually.

Please note- This is a full-time on-site role located in Kohistan Enclave, Wah Cantt.

We are seeking an experienced Customer Service Lead to join our team in Pakistan. The ideal candidate will have a strong background in managing the customer service team, streamlining communication channels, resolving client issues efficiently, and fostering long-term relationships with both corporate clients and job seekers. The goal is to uphold the company's reputation for professionalism, responsiveness, and reliability.

Key Responsibilities:

Client & Candidate Relationship Management
  • Act as the primary point of contact for escalated client and candidate concerns.
  • Ensure timely, clear, and professional communication at all stages of the recruitment process.
  • Manage service delivery expectations for key accounts and maintain client satisfaction.
Team Leadership
  • Lead, mentor, and train the customer service team to handle inquiries, complaints, and feedback.
  • Set KPIs, monitor performance, and conduct regular performance reviews.
  • Ensure the team adheres to internal processes and service-level agreements (SLAs).
Process Improvement
  • Analyze customer feedback and identify trends to improve service quality.
  • Propose and implement improvements in communication, onboarding, and complaint-handling procedures.
  • Collaborate with recruitment consultants and account managers to ensure a seamless experience.
Communication & Reporting
  • Maintain up-to-date knowledge of recruitment services, job openings, and hiring pipelines.
  • Prepare and present regular reports on customer service metrics and satisfaction levels.
  • Monitor CRM or helpdesk systems for timely response and resolution tracking.
Compliance & Quality
  • Ensure all customer service activities comply with company policies, data protection laws, and client agreements.
  • Participate in audits and quality checks to ensure high standards.

Requirements:

  • Proven experience in customer service or client relations (preferably in the recruitment, HR, or staffing industry).
  • 4+ years in a supervisory or managerial role.
  • Experience with candidate onboarding processes.
  • Excellent interpersonal and conflict-resolution skills.
  • Strong organizational and multitasking abilities.
  • Strong analytical and reporting abilities.
  • Familiarity with CRM systems and recruitment platforms.
  • Ability to work under pressure and adapt in a fast-paced environment.
  • Bachelor's degree in Business, HR, or related field (preferred).
  • Knowledge of recruitment cycles and client service agreements.

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