Service Delivery Manager

1 day ago

Karachi, Sindh, Pakistan beBeeServiceDelivery Full time

As a Service Delivery Manager, you will play a key role in optimizing part and material utilization to achieve repair/revenue targets and Key Performance Indicators (KPIs).

Key Responsibilities
  • Develop and implement strategic plans to drive business growth, leveraging data analysis and market insights.
  • Collaborate with National Sales Manager (NSM) to forecast future targets and enhance Customer Service Department (CSD) staff performance, fostering a culture of continuous improvement.
  • Establish and maintain high service standards, ensuring memorable customer experiences through effective communication and problem-solving skills.
  • Evaluate and monitor staff learning needs, providing targeted training and development opportunities to enhance knowledge and performance.
  • Ensure accurate and informative management reports are generated, facilitating data-driven decision making.
  • Communicate changes, opportunities, and issues to CSD staff, promoting transparency and collaboration.
  • Develop long-term strategies to retain and source parts in line with company policy, driving operational efficiency.
  • Maintain control over product sale returns from customers against complaints, resolving issues promptly and fairly.
  • Foster a performing team in the Customer Service Department, promoting a culture of excellence and accountability.
  • Share best practices across service centers, driving consistency and quality.
  • Implement routine tasks and policies, upholding the organization's values and principles.
Required Skills
  • Effective communication to inform, assist, and advise customers, as well as liaise with professionals.
  • Active listening to understand customer requirements, ensuring personalized service.
  • Problem-solving ability, with a focus on creative solutions and customer satisfaction.
  • Confidence, patience, politeness, tact, and diplomacy in dealing with difficult situations, maintaining a positive and professional demeanor.

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