Customer Experience Lead

7 days ago

Islamabad, Islamabad, Pakistan beBeeService Full time 800,000 - 1,200,000
Key Responsibilities

The Customer Experience Manager will oversee the daily operations of a customer support team in Pakistan. This role involves handling customer interactions directly while also providing guidance, training, and oversight to ensure exceptional service quality.


Location: Islamabad


Schedule: 9-hour fixed hours aligned with Canadian Eastern Standard Time (EST)


Working Days: 5 days (Saturday and Sunday mandatory)


Department: Customer Experience



Customer Support Duties
  • Real-Time Booking Monitoring: Monitor new bookings and follow up promptly to collect missing details required for assigning a tour guide (e.g., email, phone number, pickup location).
  • Order Confirmation & Follow-up: Contact customers after they place an order to confirm booking details and prevent last-minute issues.
  • Customer Information Management: Ensure all essential fields are accurately completed in the booking system.
  • Customer Engagement: Communicate professionally with customers, answer questions, and provide guidance to improve their travel experience.
  • Post-Tour Follow-ups: Conduct scripted feedback calls with guests after tours. Calls will be recorded for quality assurance, market research, and service improvement.
  • Customer Insight Collection: Gather feedback and share insights with management to help improve guest experience and service delivery.
  • Issue Resolution: Handle booking-related concerns and escalate complex cases when necessary.
  • CRM & Data Entry: Maintain up-to-date, accurate records of all customer interactions and booking changes.


Leadership Duties
  • Team Oversight: Supervise and support a small team of Customer Service Representatives (CSRs) in Pakistan, ensuring adherence to schedules, policies, and performance standards.
  • Scheduling Support: Assist in coordinating shift coverage, especially on weekends and during staff absences.
  • Training & Coaching: Provide guidance, mentorship, and ongoing training to team members to ensure quality service.
  • Quality Assurance: Review team performance against service standards and provide feedback for improvement.
  • Collaboration: Act as a communication bridge between the customer service team and other internal departments.
  • Reporting: Track and report key service metrics, such as customer satisfaction, booking accuracy, and feedback call quality.


Qualifications
  • 4-6 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
  • Strong verbal and written communication skills in English.
  • Ability to manage time-sensitive tasks in a fast-paced environment.
  • Comfortable working in EST time zone, including weekends.
  • Proficiency with CRM systems, booking software, and standard office tools.
  • Strong problem-solving and conflict-resolution skills.
  • A collaborative mindset with the ability to coach and mentor team members.

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