Senior Customer Service Manager

6 hours ago

Lahore, Punjab, Pakistan beBeeCustomerService Full time

Customer Service Leader

We are seeking a highly skilled and experienced Customer Service Leader to join our team. As a key member of our customer-facing department, you will be responsible for developing and implementing effective customer service strategies that meet and exceed our customers' expectations.

Key Responsibilities:

  • Develop complaints procedures in writing to provide customers with clear guidelines on how to resolve issues.
  • Design and implement customer feedback mechanisms to gather valuable insights and identify areas for improvement.
  • Create and maintain comprehensive customer service policies, standards, and procedures.
  • Collaborate with cross-functional teams to enhance the efficiency of the complaint resolution process.
  • Mentor and train customer service team members to ensure they have the skills and knowledge required to deliver exceptional customer experiences.
  • Stay up-to-date with industry trends, products, and services to provide expert advice to customers.
  • Communicate effectively with customers through various channels, including phone, email, and face-to-face interactions.
  • Investigate and resolve complex customer complaints in a timely and professional manner.
  • Making decisions on processed complaints and taking necessary actions to prevent future occurrences.
  • Issue replacement or repaired products to customers as needed.
  • Maintain accurate records of customer interactions and correspondence.
  • Analyze customer service metrics to identify areas for improvement and develop strategies to enhance overall performance.
  • Produce informative content for customers, such as brochures, price lists, and leaflets.
  • Visit difficult customers to provide personalized support and build strong relationships.

Job Specification:

A Master's degree in Business Administration or a related field is required. Minimum 7 years of experience in customer-facing roles, preferably in the Information Technology and Services industry.

Work Environment:

Lahore, Pakistan

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