
Customer Service Excellence Officer
5 days ago
We foster connections and trust between individuals in the UK and countries worldwide.
With over 90 years of experience, we have shaped brighter futures through education, arts, culture, language, and creativity.
Our global presence enables us to connect with people in over 200 countries and territories, with operations in more than 100 countries.
We build bridges. We inspire progress.
Job PurposeThe successful candidate will deliver exceptional customer service at our Pakistan office, ensuring that clients and stakeholders receive accurate information and support in a timely and professional manner.
This role involves overseeing daily customer service operations, maintaining high standards of service delivery, and reducing turnaround times and repeated complaints.
The post-holder will analyze complex service issues, provide timely feedback for business planning, and lead initiatives to improve first contact resolution and customer satisfaction.
Key responsibilities include managing communications across all customer channels and products, mapping the customer journey, and using data from surveys, mystery shopping, and focus groups to inform strategic decisions.
In addition, the post-holder will monitor service partners, ensure compliance with our Complaints Policy, and maintain a robust Business Continuity Plan (BCP).
The role also entails supporting information flow across departments, collaborating with call centre staff to enhance service quality, and ensuring up-to-date customer information resources.
Qualifications & Experience- Bachelor's degree or equivalent qualification
- Minimum of 1 year of customer service experience
- Excellent communication skills
- Ability to interpret policies and procedures
- Attention to detail
Desirable qualifications include a Customer Service Professional Qualification and knowledge of SAP, CRM systems.
BenefitsThis role offers a competitive salary, comprehensive health coverage, and opportunities for professional development and career advancement.
Employees are entitled to a 13th-month salary, paid leave, and observed public holidays.
A connected and trusted world is within our reach.
At our organization, we value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for everyone.
We believe that all individuals deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment, and exploitation.
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