middle management position

4 days ago

Karachi, Sindh, Pakistan HRSI Full time $90,000 - $120,000 per year

Company Overview:

Our Client, a Karachi based company, seeks to appoint experienced professionals for the following role

1. Job Purpose

To lead and manage the Customer Services function by developing and executing service delivery strategies that enhance customer satisfaction, strengthen brand loyalty, and ensure consistent service excellence across all customer touchpoints. This role is critical in aligning service operations with business goals and driving a customer-centric culture throughout the organization

2. Key Responsibilities

Customer Service Strategy & Leadership

  • Develop and implement a robust customer service strategy aligned with company business objectives
  • Establish and monitor KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Complaint Resolution Time, and First Contact Resolution (FCR)

Operational Excellence

  • Lead day-to-day customer service operations to ensure high service levels across all channels (phone, digital, in-person)
  • Ensure service standards are maintained across outsourced teams through regular reviews, audits, and performance evaluations

Complaint Resolution & Experience Management

  • Oversee resolution of escalated and complex customer issues, ensuring timely and customer-centric outcomes
  • Analyse trends in complaints to identify systemic issues and lead corrective action initiatives

Team Leadership & Development

  • Recruit, train, and mentor customer service staff to create a high-performing and customer-focused team
  • Organize regular training and coaching sessions to upskill staff and improve service delivery

Process Design & Policy Implementation

  • Design, implement, and regularly update customer service policies, SOPs, and quality assurance processes
  • Ensure adherence to service policies across all regions and channels for consistent customer experience

Customer Insights & Reporting

  • Utilize CRM systems and data analytics tools to generate insights on customer behaviour, satisfaction, and service efficiency
  • Prepare and present periodic reports on service performance and customer trends to senior management

Field Evaluation & Improvement

  • Conduct regular visits to regional outlets to assess service quality, gather feedback, and identify areas for improvement

Education:

Minimum 16 years of education, preferably, Masters from a renowned and HEC recognized university or institution/equivalent foreign degree holder institution, in any/or combination of the disciplines.

Experience:

Minimum 6 - 8 years of professional experience, preferably in a large national/multinational organization with at least 2 - 6 years of related functional experience in a similar role at an equivalent position.

Skills:

  • Leadership, coaching, and team development
  • Strong analytical, problem-solving, and decision-making skills
  • Proficiency in CRM systems, Microsoft Office Suite, and reporting dashboards

Age:

The candidate should preferably be not more than 40 years of age as of the last date of submission of application.

If you have the required experience and educational qualification to take up the challenging role, you are requested to apply by June 15, 2025 at

Only shortlisted candidates will be contacted.

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