Service Delivery Lead

3 days ago


Gujranwala, Punjab, Pakistan Paklite Lighting Fixtures & Ballasts Full time
About the Role:

Paklite Lighting Fixtures & Ballasts is looking for a Service Delivery Lead to oversee the delivery of exceptional customer service.

Key Responsibilities:
  1. Deliver Excellent Customer Service: Ensure that customers receive prompt and effective support across all touchpoints.
  2. Manage Customer Service Team: Supervise a team of customer service staff to ensure they meet customer expectations.
  3. Develop Customer Service Policy: Collaborate with stakeholders to create and implement a customer service policy that meets business objectives.

Key Performance Indicators (KPIs):

  1. Customer Satisfaction: Achieve high levels of customer satisfaction through effective issue resolution and proactive problem prevention.
  2. First Call Resolution (FCR): Ensure that a high percentage of customer issues are resolved on the first call.
  3. Net Promoter Score (NPS): Maintain a positive NPS by delivering exceptional customer experiences.

Requirements:

  • Strong Communication Skills: Possess excellent verbal and written communication skills to interact with customers and internal stakeholders.
  • Leadership Abilities: Demonstrate leadership skills to motivate and guide a team of customer service staff.
  • Analytical Skills: Be able to analyze data and develop insights to improve customer service delivery.


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