Manager CS

Karachi
Posted 1 month ago

Looking for a candidate who will be responsible for the smooth delivery of customer complaints and inquiries through front-end and back-end operations. Further, the candidate will be taking initiatives to increase the FCR & Retention while maintaining a professional and customer-friendly environment. The candidate will also be responsible for upselling GPON network products & services.

 

Job Description

  • Monitor and ensure that all targets/KPIs are met to secure the set goals.
  • To establish proper Benchmarks for all Sales and Customer Services activities in the customer service center.
  • To ensure smooth /quality customer handling by Customer Services Staff.
  • To constantly look for innovative ways of improving the sales, customer service, staff performance, and motivation, reduce costs and in general improve the standing of Services.
  • Ensure complete understanding of Customer Services Processes, Policies, Code of Conduct & strict adherence.
  • Ensure full technical & system support to staff to increase work efficiency and resolve queries within the given time to maintain the customer service level up to company standard.
  • Review and access daily operations and give feedback for improvement of services.

 

Work Experience and Education Required

  • Minimum 3-4 years supervisory level experience preferably in ISP / Telecom environment with a proven background in meeting/exceeding targets
  • Proven experience at the front end on a similar position in the same industry [GPON/DSL/Wimax/HTTF/GSM]- Minimum 3-4 years
  • Experience in customer service is a must.
  • Master Degree holder [Preferable], Bachelor Degree holder
  • Solid understanding of reporting procedures
  • Proficient in MS Office specially Excel
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability

 

Last Date to Apply

31-March-2021

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