Service Excellence Manager

7 days ago


Lahore, Punjab, Pakistan Devsinc Full time

We are seeking an experienced Service Excellence Manager to join our team at Devsinc. As a key member of our customer support team, you will be responsible for developing and refining customer support strategies, processes and workflows to enhance the customer experience and drive business growth.

Responsibilities:
  • Strategy Development: Develop and refine customer support strategies, processes and workflows to enhance the customer experience and drive business growth.
  • Team Management: Manage a high-performing team of customer support professionals to achieve business objectives and deliver exceptional service.
  • Complex Inquiry Resolution: Act as the escalation point for complex customer inquiries and ensure timely resolutions.
  • Performance Analysis: Analyze customer service metrics and KPIs to identify trends, improve performance and drive continuous improvement.

Requirements:

  • 7+ years of experience in customer support with at least 3 years in a managerial role.
  • Proven success in a fast-paced, fast-growing startup environment.
  • Fluent in English with excellent written and verbal communication skills.
  • Strong problem-solving, decision-making and interpersonal skills.
  • Experience using customer support software, CRM tools and other communication platforms.
  • A background in the hospitality or hotel industry is a strong plus.
  • Ability to adapt to changing priorities and manage multiple projects simultaneously.
  • Bachelor's degree in Business, Hospitality or a related field is preferred but not required.


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