Customer Service Director

2 days ago


Karachi, Sindh, Pakistan beBee Careers Full time

Job Summary

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We are seeking an exceptional leader to oversee the customer service function, driving strategies for improving quality and enhancing customer satisfaction.

  1. To lead and direct core functions and key activities of departments under the Customer Service Division.
  2. Establish annual targets and Key Performance Indicators (KPIs) for departments within the division.
  3. Maintain regular monitoring and review of progress towards annual targets for each department within the division.
  4. Hold collective and separate meetings with departmental heads to address day-to-day issues and identify opportunities for improvement.
  5. Coordinate with government agencies, including OGRA and Ministry of Petroleum and Natural Resources, as well as government auditors.
  6. Collaborate with other divisions and departments to ensure smooth functioning of the division.
  7. Enhance the company's brand image by prioritizing customer needs.
  8. Think creatively and strategically as part of the senior management team to develop a customer-service-oriented culture.
  9. Develop and establish procedures and policies governing customer concerns, complaints, and feedback to boost customer confidence.
  10. Set quantitative goals for developing a customer service culture across all company facilities.
  11. Ongoing review and improvement of call center, customer service center, and office operations dealing with customer facilitations.
  12. Ensure development of the department's annual budget aligned with their annual target and adherence to the approved budget.
  13. Coordinate with concerned departments to provide timely responses to customer complaints and deliver seamless customer services.
  14. Improve operational efficiency and achieve targets through collaboration with regional heads.
  15. Ensure succession planning by identifying, developing, and maintaining a pool of successors for key positions within the division or department.
  16. Foster a culture of continuous learning and development, promoting education at all levels within the division or department.


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