Assistant Manager CSR

2 weeks ago

Islamabad, Islamabad, Pakistan Tripshepherd Full time 1,200,000 - 2,400,000 per year

Location: Islamabad (On-site)

Schedule: 9 hour Fixed hours (Aligned with Canadian Eastern Standard Time – EST).

Working Days: 5 days (Saturday and Sunday mandatory)

Department: Customer Care

Role Overview

The Assistant Manager will oversee the day-to-day operations of the customer support team in Pakistan. This role involves handling customer interactions directly while also providing guidance, training, and oversight to ensure service quality. The Lead will serve as the first point of escalation for customer issues, manage team schedules, and help maintain smooth coordination between customer service staff and internal departments.

Customer Support Duties

  • Real-Time Booking Monitoring:
    Monitor new bookings and follow up promptly to collect missing details required for assigning a tour guide (e.g., email, phone number, pickup location)
  • Order Confirmation & Follow-up:
    Contact customers after they place an order to confirm booking details and prevent last-minute issues.
  • Customer Information Management:
    Ensure all essential fields are accurately completed in the booking system.
  • Customer Engagement:
    Communicate professionally with customers, answer questions, and provide guidance to improve their travel experience.
  • Post-Tour Follow-ups:
    Conduct scripted feedback calls with guests after tours. Calls will be recorded for quality assurance, market research, and service improvement.
  • Customer Insight Collection:
    Gather feedback and share insights with management to help improve guest experience and service delivery.
  • Issue Resolution:
    Handle booking-related concerns and escalate complex cases when necessary.
  • CRM & Data Entry:
    Maintain up-to-date, accurate records of all customer interactions and booking changes.

Leadership Duties

  • Team Oversight:
    Supervise and support a small team of Customer Service Representatives (CSRs) in Pakistan, ensuring adherence to schedules, policies, and performance standards.
  • Scheduling Support:
    Assist in coordinating shift coverage, especially on weekends and during staff absences.
  • Training & Coaching:
    Provide guidance, mentorship, and ongoing training to team members to ensure quality service.
  • Quality Assurance:
    Review team performance against service standards and provide feedback for improvement.
  • Collaboration:
    Act as a communication bridge between the customer service team and other internal departments (e.g., Operations, Sales, Marketing)
  • Reporting:
    Track and report key service metrics, such as customer satisfaction, booking accuracy, and feedback call quality.

Qualifications

  • 10- 11 years of experience in customer service, with at least 5-6 years in a leadership or supervisory role.
  • Strong verbal and written communication skills in English.
  • Ability to manage time-sensitive tasks in a fast-paced environment.
  • Comfortable working in EST time zone, including weekends.
  • Proficiency with CRM systems, booking software, and standard office tools.
  • Strong problem-solving and conflict-resolution skills.
  • A collaborative mindset with the ability to coach and mentor team members.

  • csr

    3 days ago

    Islamabad, Islamabad, Pakistan GrowthRatio Solutions Full time 480,000 per year

    Job Title: CSRCompany: GrowthRise SolutionsLocation: Bahria Town Phase 7, RawalpindiOpenings: 4Schedule: 8 hours/day, 6 days/weekMode: On-site (not remote)Role OverviewGrowthRise Solutions is seeking CSR to join our dynamic operations team. The selected candidates will be responsible for managing customer inquiries, processing orders and returns, and...

  • Team Lead CSR

    1 day ago

    Islamabad, Islamabad, Pakistan Awami Financial (Private) Limited Full time 900,000 - 1,200,000 per year

    We are looking for an experienced Team Lead CSR to oversee and guide our customer service team. The ideal candidate will be responsible for supervising daily operations, ensuring excellent customer experiences, and supporting team members in meeting performance targets.Key Responsibilities:Supervise a team of Customer Service Representatives (CSRs) and...

  • CSR/Closer

    7 days ago

    Islamabad, Islamabad, Pakistan AIFCO Full time 400,000 - 600,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time remote role for a CSR/Closer. The CSR/Closer will be responsible for providing excellent customer service, handling customer inquiries, resolving customer issues, and ensuring customer satisfaction. The role includes tasks such as managing customer communication,...

  • CSR - Fiverr/Upwork

    2 weeks ago

    Islamabad, Islamabad, Pakistan Corpela Inc. Full time 400,000 - 600,000 per year

    Company DescriptionAt Corpela Inc, we empower businesses to thrive in the digital age by bridging the gap between enterprise-grade stability and startup-speed innovation. We specialize in delivering tailored solutions that scale with your vision, whether you're launching a disruptive MVP, building intelligent ERP systems, or crafting user-centric mobile and...

  • Closer/CSRs

    5 days ago

    Islamabad, Islamabad, Pakistan AIFCO Full time 1,200,000 - 3,600,000 per year

    Company DescriptionAIFCO is a professional services firm providing expert solutions in HR, Taxation, Legal, and Corporate Affairs. We help businesses stay compliant, efficient, and focused on growth. Our team of experienced professionals ensures that every client receives personalized guidance and reliable support for smooth operations. At AIFCO, we believe...

  • CSR / Sales Service Coordinator

    1 day ago

    Islamabad, Islamabad, Pakistan JAPAN ELECTRONICS Full time 900,000 - 1,200,000 per year

    Position Title:CSR / Sales Service CoordinatorDepartment:Service DepartmentLocation:Murree Road, RawalpindiReports To:Line Manager / Service SupervisorJob Summary:The CSR / Sales Service Coordinator is responsible for managing showroom and unsold stock complaints, ensuring timely resolution through effective coordination, follow-up, and proper documentation...

  • Assistant Manager– Corporate Relations

    2 weeks ago

    Islamabad, Islamabad, Pakistan Akhuwat Full time 104,000 - 130,878 per year

    Key ResponsibilitiesCorporate Relationship Management:Develop and maintain strong relationships with corporate entities to support the organization's fundraising initiatives.Identify potential corporate partners and actively pursue opportunities for collaboration.Donor Engagement & Retention:Implement Donor Retention Programs (DRP) to retain and grow the...

  • inbound call system

    2 weeks ago

    Islamabad, Islamabad, Pakistan ASK Development pvt Limited Full time 450,000 - 550,000 per year

    Pay: Rs45, Rs55,000.00 per monthJob description:Job Description:We are hiring for Customer Care Executive for a well-reputed telecom company.Key Responsibilties:Answering customer calls: Promptly responding to incoming calls from customers with a positive and professional demeanor.Customer query resolution: Addressing customer questions, concerns, and...

  • Inbound call agent

    1 week ago

    Islamabad, Islamabad, Pakistan ASK Development pvt Limited Full time 370,000 - 550,000 per year

    Pay: Rs45, Rs55,000.00 per monthJob description:Job Description:We are hiring for Customer Care Executive for a well-reputed telecom company.Key Responsibilties:Answering customer calls: Promptly responding to incoming calls from customers with a positive and professional demeanor.Customer query resolution: Addressing customer questions, concerns, and...

  • Customer Care Executive- Premium Campaign

    2 weeks ago

    Islamabad, Islamabad, Pakistan ASK Development Full time 450,000 - 540,000 per year

    Pay: Rs37, Rs55,000.00 per monthJob description:Pay: Rs45, Rs55,000.00 per monthJob description:Job Description:We are hiring for Customer Care Executive for a well-reputed telecom company.Key Responsibilties:Answering customer calls: Promptly responding to incoming calls from customers with a positive and professional demeanor.Customer query resolution:...