
Customer Service Excellence Officer
2 days ago
We support peace and prosperity by building connections, understanding, and trust between people worldwide. For over 90 years, we have shaped brighter futures through education, arts, culture, language, and creativity.
We connect with people in over 200 countries and territories, on the ground in more than 100 countries.
We inspire excellence in service delivery.
Role PurposeThe post-holder will deliver high-quality first-line customer service, ensuring clients and stakeholders receive accurate information and support in a professional and responsive manner. They will oversee a team of customer service representatives, maintaining excellence across all interactions and aligning service delivery with strategic goals to maximize impact.
Key Responsibilities- Oversight of daily customer service operations in line with corporate standards
- Efficient service delivery and reduction of turnaround times and repeated complaints
- Analysis of complex service issues, provision of timely feedback for business planning, and leadership of initiatives to improve first contact resolution and customer satisfaction
- Management of service quality projects, monitoring performance, and alignment with national targets, including Net Promoter Score (NPS) improvements
- Monitoring of service partners, compliance with the Complaints Policy, and maintenance of a robust Business Continuity Plan (BCP)
- Support of information flow across departments
- Collaboration with call centre staff to enhance service quality
- Maintenance of up-to-date customer information resources
- Bachelor's degree
- Demonstrated expertise in using Microsoft Excel and Word effectively
- Minimum of one year of customer service experience
- Ability to interpret policies and procedures
- Attention to detail
- Excellent communication skills
- Report writing skills
- Proficiency in asking the right questions
- Customer Service Professional Qualification
- Knowledge of SAP, CRM
- Salary: PKR 95,000 gross per month
- Employees are entitled to a 13th-month salary, disbursed annually in accordance with company policy
- Annual paid leave is 23 days and in addition to applicable observed public holidays
- Comprehensive Health Coverage (Outpatient and Inpatient)
- Professional Development and Career Advancement opportunities
We believe that all children and adults everywhere deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment, and exploitation. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed.
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