Assistant Customer Service Manager

5 days ago


Karachi, Sindh, Pakistan R&I Electrical Appliances Full time
About the Role

R&I Electrical Appliances is seeking a highly skilled and experienced professional to fill the role of Assistant Customer Service Manager - Senior.

Key Responsibilities
  • Support the customer service team in resolving customer inquiries and service centre queries, ensuring high levels of satisfaction and resolution.
  • Assist in the procurement of spare parts and tools for service centres, streamlining operations and improving efficiency.
  • Verify and approve product sale return notes, maintaining strict quality control measures and ensuring compliance.
  • Develop and implement incentive programs for CSD staff and verify SVC staff incentives, motivating team members to excel and achieve goals.
  • Provide comprehensive software training to new team members, equipping them with the skills necessary to succeed and thrive in their roles.
  • Conduct regular meetings with CSD to evaluate pending complaints, identifying areas for improvement and driving resolution.
  • Develop and manage monthly budgets for service centres, optimising resources and reducing costs.
  • Assume additional duties and tasks as needed, demonstrating flexibility and adaptability in a dynamic environment.
Required Skills and Qualifications
  • Superior communication skills for effective customer interaction and liaison with professionals.
  • Aktive listening skills to understand customer needs, providing tailored solutions and ensuring high levels of satisfaction.
  • Strong analytical skills, with the ability to think critically and resolve complex issues.
  • Confidence, patience, politeness, tact, and diplomacy when handling challenging situations, maintaining a positive attitude and representing R&I Electrical Appliances favourably.
  • Motivational skills and ability to lead a team of customer service assistants, fostering a culture of collaboration and success.
  • Creative thinking to enhance customer service standards, continuously improving processes and outcomes.
  • Ability to work well under pressure, managing multiple tasks and priorities with ease and precision.
  • Excellent organisational and planning skills to develop customer services policies, ensuring seamless delivery of services.
  • Professional presentation, especially in face-to-face interactions with customers, representing R&I Electrical Appliances positively and favourably.
  • Commitment to ongoing self-improvement in customer service skills, staying up-to-date with industry trends and best practices.


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