Senior Customer Service Manager

2 days ago


Saddar Town, Pakistan beBee Careers Full time
Senior Customer Service Manager Position
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We are seeking a senior-level professional to join our customer service team as a Senior Customer Service Manager. This role requires a strategic thinker with excellent leadership skills, a strong understanding of customer service principles, and the ability to drive business growth through improved customer satisfaction and retention.


">Main Responsibilities:
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  1. ">
  2. Develop and execute comprehensive customer service strategies to drive business growth, improve customer satisfaction, and increase revenue.">
  3. Lead and direct a team of customer service representatives to achieve sales targets, resolve customer complaints, and provide exceptional customer experiences.">
  4. Collaborate with cross-functional teams to drive business growth, improve processes, and ensure compliance with regulatory requirements.">
  5. Conduct regular performance reviews, provide coaching and feedback, and develop action plans to enhance team member skills and knowledge.">
  6. Implement processes to measure customer satisfaction, identify areas for improvement, and recommend changes to policies, procedures, and processes.">
  7. Manage and analyze data to track customer interactions, service levels, and KPIs, identifying trends and opportunities for improvement.">
  8. Foster a culture of collaboration, respect, and open communication among team members, customers, and stakeholders.">
Requirements:
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  • ">
  • Bachelor's degree in Business Administration, Marketing, or a related field.">
  • Minimum 6-8 years of experience in customer-facing roles, preferably in leadership positions.">
  • Proven track record of delivering excellent customer service, improving customer satisfaction, and driving business growth.">
  • Strong leadership, communication, and interpersonal skills.">
  • Ability to analyze data, identify trends, and develop actionable insights.">
  • Excellent problem-solving, time management, and organizational skills.">
  • Familiarity with CRM systems, SAP, and OTC processes is an asset.">
  • Service excellence competencies, including empathy, adaptability, and responsiveness.">


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