Customer Solutions Team Lead

4 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Customer Solutions Manager

We are seeking a skilled and experienced Customer Solutions Manager to join our team. This is an exciting opportunity for a leader who can drive results, motivate teams, and deliver exceptional customer experiences.

Key Responsibilities:

  • Manage a team of customer-facing specialists across multiple segments and support channels.
  • Maintain accurate team coverage documentation aligned with individual working hours.
  • Monitor team efficiency using key performance indicators (KPIs) and reports from CRM software.
  • Ensure high customer satisfaction, with individual customer satisfaction scores consistently averaging 90% or higher.
  • Regularly review team member performance and provide coaching, development support, and corrective action when necessary.
  • Roll out new processes to the team and ensure consistent adoption and compliance.
  • Escalate customer issues promptly to the appropriate teams and ensure timely follow-up and accountability.
  • Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
  • Facilitate regular team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
  • Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.

Skills & Qualifications:

  • 2+ years in a management/leadership role with 4+ direct reports.
  • Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team.
  • Demonstrated ability to create and maintain a positive and professional work environment.
  • Very strong verbal and written communication skills in English.
  • Customer-oriented, personable, and able to adapt to different types of customer needs.
  • Very strong attention to detail.
  • Excellent problem-solving and critical thinking skills.
  • Excellent organizational and time management skills.
  • Proven ability to meet deadlines and thrive in a fast-paced environment.

What We Offer:

  • A competitive salary package based on experience.
  • Comprehensive group health and life insurance.
  • Gratuity.

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