Manager Branch Customer Service

Dawlance, a leading home appliance brand in Pakistan since 1980 and a key subsidiary of Beko since 2016, is seeking a dedicated Manager Branch Customer Service to join its Customer Service Team in Multan. With a rich legacy of reliability and innovation, Dawlance offers a diverse product portfolio including washing machines, air conditioners, microwaves, televisions, and more. As part of the Beko family, the company fosters a culture of inclusivity, growth, and sustainable development, providing employees with opportunities to contribute meaningfully while advancing their careers.

Key Responsibilities:
- Ensure branch employees maintain high-quality customer service standards and identify training needs for Customer Service Center staff.
- Oversee the accuracy and timely submission of all branch and franchise reports related to revenue, customer satisfaction, quality, warranty issues, and training to the Head Office.
- Maintain system documents with regular checks and implement corrective actions in coordination with the Head of Operations.
- Promote awareness and adherence to health and safety precautions among employees.
- Conduct dealer visits within the territory to resolve product and service issues, and collect valuable market feedback.
- Manage branch activities, records, financial transactions, and monitor overall branch performance.
- Implement policies and procedures as directed by the Head Office to ensure smooth and efficient branch operations.
- Safeguard company assets, including stock at shops, branches, and warehouses.
- Develop and submit sales forecasts to the Head Office.
- Control warranty costs, expenses, revenue generation, and monitor quality improvement services. Oversee daily collections, reconciliations, and bank deposits.
- Ensure compliance with company policies and regulations across the branch.
- Monitor employee performance to meet key performance indicators (KPIs).
- Handle payment of all utility bills for the branch location.
- Perform any additional tasks assigned by the zonal manager or senior management.

Required Qualifications:
- MBA or Bachelor’s degree in Engineering or a related field.
- 3 to 5 years of relevant experience in customer service operations, branch management, after-sales service, team supervision, and dealer or franchise relationship management.
- Strong proficiency in MS Office, especially Excel and data analysis.
- Knowledge of ERP systems, complaint management, inventory and asset management, financial reconciliation, and reporting.
- Excellent communication and problem-solving skills.

Preferred Qualifications and Benefits:
At Beko, employees experience a supportive environment where global collaboration, meaningful impact, innovation, and camaraderie are valued. The company encourages progressive thinking and embraces diversity and inclusion, offering a workplace where individuals can grow professionally and personally. Joining Dawlance means becoming part of a community committed to sustainable development and technological advancement.

Dawlance is an equal opportunity employer, welcoming applications from candidates regardless of race, gender, ethnicity, religion, age, disability, sexual orientation, gender identity, marital status, or political beliefs. The company promotes a culture of respect, mutual support, and continuous learning, making it a place where talents can truly feel at home.