Director of Customer Service Operations

2 days ago


Saddar Town, Pakistan Zag Outsourcing Full time
Job Overview

The Director of Customer Service Operations will oversee various sites located within Karachi, driving the overall direction, coordination, and evaluation of staff and department performance. This role is responsible for supervising teams in accordance with organizational policies and applicable laws.

Responsibilities
  1. Customer Enquiry Response: Promptly address customer inquiries to ensure timely resolution and maintain high levels of satisfaction.
  2. Cross-Departmental Collaboration: Work closely with internal departments to coordinate service requirements and enquiries, providing instructions as needed to meet deadlines and deliver quality results.
  3. Customer Needs Assessment: Understand customer needs and identify opportunities for improving product solutions, increasing utilization, and optimizing channel usage.
  4. Quality Standards: Ensure adherence to established quality standards by monitoring and reviewing service performance with internal departments and clients.
  5. Employee Management: Responsible for interviewing, hiring, training, and managing employees, including planning, assigning, and directing work, appraising performance, and addressing complaints and resolving problems.
  6. Billing and Payments: Provide accurate billing information in a timely manner to clients and ensure timely payments.
  7. Site Accountability: Hold departmental staff accountable for quality and production, initiating encouragement or disciplinary actions as necessary.
  8. Government Agency Relations: Facilitate improved working relationships with government agencies.
  9. Communication: Communicate company expectations and goals to site staff and hold each site accountable for meeting those objectives.
  10. Productivity Tracking: Track and report productivity for weekly and monthly reporting.
  11. Issue Resolution: Address issues promptly with staff and management, ensuring swift resolution.
  12. Client Site Visits: Schedule routine visits to client sites to ensure quality and maintenance.
  13. Internal and External Customer Service: Maintain a high level of customer service for both internal and external stakeholders.
  14. New Business Start-Up: Assist with new business start-up processes as needed.


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