Sr. Manager Customer Service
Master Group of Industries, Pakistan

1) Develop complaints procedures in writing to be given with mattresses for customers’ reference

2) Develop and implement customer feedback forms and report on their findings on monthly basis

3) Develop customer service procedures, policies and standards and document

4) Coordinate with other managers to discuss possible improvements to customer service

5) Coordinate with other departments to increase efficiency of complaint process

6) Act as a mentor for customer service team members

7) Learn about products and keep up to date with changes

8) Keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

9) Provide customers whatever help they need and advise them product that is relevant to their needs

10) Communicate courteously with customers by telephone, email, letter and face to face

11) Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by complaint verification officers

12) Make decisions for processed complaints

13) Issue replacement/repaired mattresses to customers

14) Keep accurate records of discussions or correspondence with customers

15) Analyze statistics or other data to determine the level of customer service being provided to customers

16) Produce written information for customers, in form of leaflets, price list, brochures etc.

17) Visit difficult customers to provide one-to-one service as and when needed

18) Any other task assigned by the management regarding Customer Services

Job Rewards and Benefits