Service Management Professional

5 days ago

Rawalpindi Cantonment, Pakistan beBeeExcellence Full time 500,000 - 800,000
Customer Service Excellence Manager

About the Role:

The Customer Service Excellence Manager will be responsible for overseeing and managing a team to provide exceptional customer service. Key responsibilities include reviewing ongoing cases, advising on process improvements, maintaining data and generating reports, and working towards SLAs and KPIs.

Responsibilities:

  • Reviewing and overseeing ongoing cases with your team, providing advice on ways to improve the service and streamline current processes.
  • Maintaining accurate and up-to-date data and generating reports on trends to inform strategic decisions.
  • Working towards and achieving Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with specific customer contracts.
  • Conducting root cause and trend analysis to identify areas for improvement and reduce complaints.
  • Providing regular reports on complaints performance and service improvements implemented to address gaps in quality processes and procedures.
  • Developing and executing complaint processes that create a seamless and efficient customer experience.
  • Overseeing and managing team tasks with clear expectations on a daily, weekly, and monthly basis.
  • Driving team performance and motivating your team through continuous coaching, training, and mentoring.
  • Collaborating with teams across the business to ensure customers and service users are at the heart of everything we do and all correspondence meets our standards.
  • Identifying areas for learning and development for internal employees.

Requirements:

To be successful in this role, you will require:

  • 2 years' experience working within a similar role.
  • An excellent understanding of complaint handling principles and practices.
  • Experience embedding internal strategies to minimize complaint handling time.
  • Excellent analytical and Excel skills.
  • Self-motivation and a strong ability to work collaboratively with different teams across the business.
  • Excellent levels of attention to detail to ensure high-quality work.

Work Environment:

This is a full-time role working from an office location with standard business hours.

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