Business Growth and Customer Service Leader

1 week ago

Karachi, Sindh, Pakistan beBeeLeadership Full time

Customer Service Manager Job Description

This role is responsible for leading a team of Customer Service Officers (CSOs) to deliver exceptional customer service and drive business growth. The ideal candidate will have a strong background in supply chain management, customer service, sales, and controlling.

Key Responsibilities:

  • Manage a team of CSOs to achieve customer satisfaction targets and drive business growth
  • Develop and implement training plans to improve team performance
  • Collaborate with business units to identify areas for process improvement and develop solutions
  • Provide on-the-job coaching and guidance to team members
  • Review job levels, resource utilization, and planning to ensure optimal team performance
  • Develop individual training plans for the team based on current and future development requirements
  • Monitor order management performance using dedicated KPIs and reporting
  • Ensure team effectiveness by fostering cross-business unit knowledge sharing and creating a reliable backup system
  • Offer guidance to CSO team members in capturing customer expectations/requirements in the NCM (Non-Compliance) process
  • Analyze root causes, propose corrective measures, and ensure on-time closure of the end-to-end process for non-product quality complaints

Requirements:

  • Graduation, preferably in business and/or supply chain management
  • 4-5 years of relevant experience in customer service, supply chain, sales, and controlling
  • Experience in managing a team of about 8 CSOs for at least a year preferred
  • Knowledge in SAP and OTC/business processes preferred
  • Good understanding of products/services of relevant business segments
  • Service excellence competencies

Benefits:

  • Opportunity to work in a dynamic and fast-paced environment
  • Chance to develop leadership skills and manage a team
  • Competitive salary and benefits package

Others:

  • Demonstrate customer focus and entrepreneurial drive
  • Communicate effectively and collaborate with others for achievement

Job Specification:

We are looking for a highly motivated and experienced professional to fill this critical role. If you have a passion for customer service and driving business growth, please apply for this exciting opportunity.

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