Manager Customer Experience

1 week ago

Islamabad, Islamabad, Pakistan Smart Talent Full time 1,800,000 - 3,000,000 per year

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be responsible for developing service procedures, implementing customer loyalty programs, and managing the day-to-day operations of the customer service team.

Lead, mentor, and manage the customer service team (voice, email, chat, and social media support).

Develop and implement customer service policies, procedures, and standards.

Monitor team performance through KPIs such as CSAT, NPS, AHT, FCR, and SLA compliance.

Handle complex customer complaints and escalations in a professional and timely manner.

Collaborate with cross-functional teams (Operations, Sales, IT, Product) to ensure customer-centric operations.

Manage shift schedules, workforce planning, and performance evaluations.

Oversee CRM tool usage (e.g., Zendesk, Freshdesk, Salesforce) and ensure full adoption and optimization.

Conduct regular training sessions to improve product knowledge, communication skills, and service quality.

Analyze customer feedback and suggest improvements to enhance the customer journey.

Prepare and present weekly/monthly reports to senior management.

Ensure compliance with company policies and relevant legal requirements.Required Education for Position*BachelorsRequired Experience for Position*3-4 Years

Job Type: Full-time

Pay: Rs250,000.00 per month

Work Location: On the road

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