Head of Customer Experience

1 day ago

Faisalabad City Tehsil, Pakistan beBeeService Full time 5,500,000 - 8,500,000
Customer Service Manager Role

We are seeking a skilled Customer Service Manager to lead our team of customer service representatives (CSRs) based in Pakistan. The ideal candidate will have experience managing remote teams, familiarity with garment retail, particularly knitted apparel, and exceptional verbal and written English communication skills.

Key Responsibilities
  • Supervise, train, and mentor a team of CSRs to deliver high-quality customer service to USA and Canada customers, ensuring adherence to brand standards.
  • Oversee handling of customer inquiries, complaints, and order issues for knitted apparel, ensuring timely and effective resolutions.
  • Develop and implement customer service policies, procedures, and KPIs tailored to the garment retail industry, focusing on customer satisfaction and retention.
  • Address escalated customer issues, maintaining a professional and customer-centric approach.
  • Train CSRs to understand and adapt to USA and Canada customer expectations, including cultural nuances, language proficiency, and time zone alignment.
  • Track and analyze team performance metrics and provide regular reports to senior management.
Requirements
  • Bachelor's degree in business, communications, or a related field preferred; a high school diploma or equivalent required.
  • Minimum 2+ years in a customer service management or supervisory role, preferably in retail or e-commerce.
  • Familiarity with CRM systems, e-commerce platforms, and Microsoft Office Suite.
Work Environment
  • Based in Pakistan, managing a remote team of CSRs, with regular virtual communication with USA/Canada teams.
  • Access to CRM software, communication platforms, and training resources.

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