Customer Service Manager
Futuro Digital Pvt. Ltd., Pakistan
Job Description
Customer Service Manager Job Description
Job Summary
We are looking for an experienced Customer Service Manager with 5+ years’ experience, who has worked within an established Customer Support/Service environment and has client and customer facing experience.
You will be the key liaison to our UK client’s customer service department therefore, you must have excellent Written and Verbal English communication.
Key Skills and Areas of Responsibilities
Ability to build a proficient and engaged team around you
Plan, prioritise and delegate work tasks to ensure the proper functioning of the customer services department
Identify opportunities to improve the customer experience and implement initiatives effectively to drive customer loyalty
Recommend and implement operational improvements to take the customer experience to the next level
Handle complex and escalated customer service issues
Develop and implement in house customer service policies and procedures, customer service standards and service levels agreements
Analyse relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Set KPIs, evaluate and performance management of staff identify and address staff training and coaching needs
Nurture and develop relationships with our clients
You
Excellent communication skills
Previous Call Centre/Customer Service Management experience
Educated to a minimum Bachelors/Masters level
Willingness to work in our office in the evening and night shifts
Job Specification
What we offer:
A monthly salary (dependent on experience)
Enhance your customer service management career by working with a variety of international brands
Learnings and best practices in the customer service industry using a variety of digital tools
A professional working environment
Mentorship from people who’ve seen and done it all
Progression as we expand our client portfolio