Senior Manager

3 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Description

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This role is responsible for formulating and implementing strategies to enhance the quality of customer services through sales, billing, customer service, and recovery departments across the franchise area.

The successful candidate will direct and supervise all functions to ensure customer satisfaction and focused services in line with the company's vision and mission.

  1. To oversee the core functions and key activities of departments under the Customer Service Division.
  2. Setting Annual Targets and KPIs of Department of CS Division.
  3. Regular Monitoring & Review of Progress of Annual Targets of Each Department of CS Division.
  4. Collective/ Separate Meetings with Departmental Heads for Resolving Day to Day Issues & Finding Ways & Means for Further Improvement.
  5. Coordination with Government Functionaries like OGRA, Ministry of Petroleum and Natural Resources, Government Auditors.
  6. Coordination with Other Division / Departments for Smooth Functioning of the Division.
  7. To Enhance the Brand and Public Image of the Company by Putting the Customer First.
  8. To Think Creatively and Strategically as Part of Senior Management Team to Move the Company Towards a More Customer-Service Oriented Culture.
  9. To Develop & Establish Procedures & Policies Governing Customer Concerns Complaints & Feedback Thereby Enhancing Customer Confidence.
  10. To Develop Quantitative Goals for Developing Customer Services Culture at All the Company's Facilities.
  11. To Constantly Review and Improve the Operations of the Call Center, Customer Service Center and Various Offices Dealing with Customer Facilitations Across the Franchise Area.
  12. To Ensure Development of Annual Budget of the Department According to Their Annual Target and Adherence to the Approved Budget.
  13. To Coordinate with All Concerned Departments to Ensure Timely Response to Customer Complaints and to Provide Quality Seamless Customer Services.
  14. To Coordinate with Regional Heads to Improve Operational Efficiency and Achieve Targets.
  15. To Ensure Succession Planning by Identifying, Developing and Maintaining Pool of Successors for Key Positions Within the Division / Department.

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