Head of Customer Services

3 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Key Responsibilities

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This position requires a strategic thinker to drive customer-centric initiatives and improve overall customer experience.

  1. Direct and supervise all functions to ensure customer satisfaction and focused services in line with the company's vision and mission.
  2. Formulate and implement strategies to enhance the quality of customer services through sales, billing, customer service, and recovery departments across the franchise area.
  3. Establish and maintain effective relationships with government agencies, including OGRA and Ministry of Petroleum and Natural Resources, as well as government auditors.
  4. Lead and coordinate efforts to improve operational efficiency and achieve targets through collaboration with regional heads.
  5. Develop and establish procedures and policies governing customer concerns, complaints, and feedback to boost customer confidence.
  6. Set quantitative goals for developing a customer service culture across all company facilities.
  7. Ongoing review and improvement of call center, customer service center, and office operations dealing with customer facilitations.
  8. Ensure development of the department's annual budget aligned with their annual target and adherence to the approved budget.
  9. Coordinate with concerned departments to provide timely responses to customer complaints and deliver seamless customer services.
  10. Identify, develop, and maintain a pool of successors for key positions within the division or department.
  11. Foster a culture of continuous learning and development, promoting education at all levels within the division or department.

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