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Customer Care Manager

Mobilink (PMCL), Islamabad
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Job Detail

More Jobs From: Telecommunication & ISP Jobs
Industry: Telecommunication/ISP
Functional Area: Client Services & Customer Support
Total Position: 1
Job Type: Full Time/Permanent
Department: Customer Care
Job Location: Karachi, Pakistan
Gender: Doesn't Matter
Minimum Education: Master's Degree
Degree Title: Hold a Masters Degree
Career Level: Manager
Minimum Experience: 5 Years (Have at least 5 years of work experience in the Customer Service Industry)
Apply By: Dec 20, 2012
Job Posting Date: Sep 20, 2012
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Job Description:

The ideal candidate should:

  • Hold a Masters Degree
  • Have at least 5 years of work experience in the Customer Service Industry

Job Description

  • Maintain office discipline
  • Prepare center related reports
  • Conduct team building activities
  • Conduct training needs analysis
  • Optimize workflow management
  • Maintain CSR’s observation record
  • Manage the recruitment process and hiring of CCR’s
  • Ensure the availability of co. products and resources
  • Develop & forecast future plans for the service center
  • Manage the Service Center and resolve all related issues
  • Share the daily/weekly/monthly reports with the line manager
  • Counsel & groom CSRs to encourage a culture which promotes customer loyalty and retention
  • Spend quality time on the floor on daily basis to ensure is working as per guidelines approved in CC Center’s Charter
  • Develop a strong working relationship with other departments.
  • Maintain leave record and future leave plans for CSR’s
  • Carry out CSR’s evaluation and conduct Performance appraisals

Essential Skills

  • Should be proficient in operating MS Office Suite
  • Should possess strong managerial and leadership skills
  • Should be good at problem solving and handling conflict management
  • Should possess sound analytical, forecasting and decision making skills
  • Should have good communication and interpersonal skills

Desirable Skills

  • Should be a competent individual who ensures customer satisfaction
  • Should be resolution oriented and possess proactive approach