Customer Operations Manager

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Description

We are seeking a highly skilled Senior Manager Customer Support to oversee inbound and outbound customer operations, drive sales growth, and enhance client satisfaction.

The ideal candidate should have a proven track record in customer service and sales management, preferably in the BPO sector.

Main Responsibilities

  • Oversight of inbound and outbound customer calls across multiple brands.
  • Management of CRM systems to ensure accurate order processing and timely shipments.
  • Addressing and resolving customer concerns while providing tailored solutions.
  • Development of strategies to drive sales growth and revenue expansion.
  • Identification of upselling and cross-selling opportunities to enhance profitability.
  • Building strong customer relationships to ensure loyalty and retention.
  • Monitoring client satisfaction levels and implementing necessary improvements.
  • Leadership, training, and motivation of the customer support team to ensure top performance.
  • Implementation of process optimizations to improve efficiency and effectiveness.
  • Maintenance of KPIs related to customer satisfaction, sales targets, and operational efficiency.
  • Analysis of trends, generation of reports, and provision of strategic insights for decision-making.

Professional Qualification & Experience

A minimum Bachelor's degree in Business, Administration, Marketing, or a related field is required. At least 5 years of experience in customer service & sales management, preferably in a US-based BPO sector, is essential.

Key Skills & Competencies

  • A proven track record in driving sales growth and managing customer operations.
  • Excellent verbal and written communication skills in English.
  • Strong leadership and team management abilities.
  • Proficiency in CRM systems and operational tools.
  • Expertise in problem-solving and conflict resolution.

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