Service Excellence Lead

5 days ago


Karachi, Sindh, Pakistan J & P Coats Pakistan Full time

Key Performance Indicators (KPIs)

The Service & Operational Manager will be measured by various KPIs, including customer satisfaction ratings, order delivery times, and resolution rates of customer complaints.

Duties and Responsibilities

  • Deliver Customer Services related KPIs.
  • Work closely with the Sales team to deliver customers' orders on time and as per defined priorities.
  • Closely coordinate with Planning, Supply Chain, Production, and Distribution teams to ensure timely delivery of orders / required services to customers.
  • Take customers' queries on Company products, services, tools, and serve them appropriately.
  • Handle customer complaints quickly and solve within defined timelines to achieve Customers' satisfaction.
  • Investigate customers' complaints/concern, find out root causes, and apply permanent solutions.
  • Coordinate with QA and Operation teams to address customer complaints promptly.
  • Escalar cases to senior management and cross-functional teams when necessary to avoid potential risk.

Benefits

The successful candidate will receive a comprehensive benefits package, including health insurance, gratuity, incentive bonus, leaves, life insurance, medical, provident fund, and sports and entertainment facilities.



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