Digital Service Manager

2 weeks ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Title:

Digital Operations Lead

About the Role

We are seeking an experienced Digital Operations Lead to join our team. The successful candidate will be responsible for delivering customer services related KPIs, working closely with sales and cross-functional teams to ensure timely order delivery, and handling customer complaints efficiently.

About the Job

  • Key Responsibilities:
    • Prompt and effective communication with customers to ensure a superior customer service experience
    • Deliver customer services related KPIs
    • Work closely with sales and planning teams to deliver orders on time and as per defined priorities
    • Close coordination with cross-functional teams to ensure timely delivery of orders/customer services
    • Taking customer queries on products, services, tools, and serving them appropriately

Complaint Handling

The successful candidate will deal with complaints quickly, solve within defined timelines to achieve customer satisfaction, investigate root causes, and apply permanent solutions.

Digital Services

You will assist in developing key digital services, e-commerce activities, customer trainings, demos, problem-solving, and provide support to the sales team on SAP & BI related issues/data/reports. Additionally, you will conduct customer surveys on customer services & digital tools adoption and prepare feedback/reports for management.

Reports & Administration

The role involves daily, weekly, and monthly reporting on sales, customer services, and digital data. You will also analyze business data, prepare management reports, circulate data analysis reports with the sales team, and assist with sales forecasting and demand planning.

Requirements

  • Relevant experience (in textile industry)
  • Good communication skills (written and verbal)
  • Experience in leading a team
  • From a manufacturing industry (not trading or IT/software business)
  • B2B industry experience preferred
  • Experience working in a cross-functional environment and customer order management
  • Reporting and analytical skills required

Benefits

  • Communication
  • Gratuity
  • Health Insurance
  • Incentive Bonus
  • Leaves
  • Life Insurance
  • Medical
  • Provident Fund
  • Sports and Entertainment

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