Customer Service Delivery Manager

6 days ago

Gujranwala, Punjab, Pakistan beBee Careers Full time

Customer Service Role

This role plays a vital part in ensuring that customer needs are met. Responsibilities may vary depending on the level and type of organisation.

  1. Developing Customer Service Strategy: Develop a customer service policy that aligns with organisational goals and objectives.
  2. Leading Customer Service Team: Manage a team of customer service staff, providing guidance and support to deliver excellent customer service.
  3. Handling Customer Enquiries: Handle face-to-face enquiries from customers, responding to queries and resolving issues in a timely and professional manner.
Key Responsibilities

Your typical work activities as a customer service manager include:

  1. Providing Help and Advice: Assist and guide customers using your organisation's products or services.
  2. Communicating with Customers: Communicate effectively with customers through various channels.
  3. Solving Complex Problems: Investigate and resolve complex customer complaints and issues involving multiple stakeholders.
  4. Managing Complaints and Incidents: Handle customer complaints and major incidents promptly and professionally.
  5. Issuing Refunds and Compensation: Issue refunds or compensation to customers when necessary, ensuring fairness and transparency.
  6. Record-Keeping and Data Analysis: Maintain accurate records of customer discussions and analyse statistics to identify areas for improvement.
  7. Reporting and Feedback: Produce written reports and provide feedback to stakeholders on customer service performance.
  8. Training and Development: Train and develop team members to deliver exceptional customer service, leading by example and promoting excellence.
  9. Staff Management: Be involved in staff recruitment, appraisals, and performance management to ensure the team meets customer needs.
  10. Staying Up-to-Date: Stay informed about developments in customer service, attending training sessions and reading industry publications.

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