Head of Customer Services

2 days ago

Karachi Defence Housing Society, Pakistan HRCONSOL Full time 1,500,000 - 3,000,000 per year

HRCONSOL, on behalf of our leading Health Tech partner, is looking for a dynamic, visionary, and strategic leader to join as Head of Customer Services (GM Level).

The ideal candidate will lead and elevate the entire customer service function — ensuring that service excellence, empathy, and innovation remain at the heart of every patient and customer interaction. This is a high-impact leadership position where you will shape the customer experience strategy, drive transformation, and inspire teams to deliver world-class service.

Key Responsibilities

  • Develop and execute a customer service strategy aligned with the company's vision.
  • Lead and mentor multi-channel support teams (inbound/outbound calls, chat, social media, email).
  • Design and implement customer experience standards, SOPs, and digital automation frameworks.
  • Drive operational excellence through performance monitoring, analytics, and continuous improvement.
  • Collaborate with Sales, Marketing, Operations, and IT for a seamless customer journey.
  • Manage escalations with empathy, professionalism, and speed.
  • Foster a culture of accountability, innovation, and customer obsession within the organization.

Requirements

  • Bachelor's or Master's degree in Business Administration, Marketing, or related field.
  • 8+ years of progressive leadership experience in Customer Service, with at least 3 years in a senior management role.
  • Strong expertise in strategic planning, performance optimization, and digital transformation.
  • Excellent communication, leadership, and problem-solving skills.
  • Hands-on experience with CRM platforms and customer experience management tools.

Preferred Skills

  • Experience in Health Tech, Telecom, or fast-paced service-driven industries.
  • Proven track record of leading large customer support teams.
  • Exposure to AI-driven or self-service customer experience solutions.

Why Join This Opportunity?

  • Be part of a leading Health Tech company redefining digital healthcare experiences in Pakistan.
  • Lead a talented and passionate service team committed to customer excellence.
  • Enjoy competitive compensation, benefits, and growth opportunities.
  • Play a key role in transforming patient and customer engagement across the region.

Interested candidates can apply at:

Mention "Head of Customer Services (GM Level)" in the subject line.

Job Type: Full-time

Pay: Rs250, Rs350,000.00 per month

Work Location: In person

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