Senior Call Center Executive

Indus Hospital & Health Network

Karachi , Pakistan

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This role focuses on managing complex customer service issues and supporting the overall performance of the team. The successful candidate will handle escalated complaints that require advanced problem-solving skills, monitor key performance metrics, and contribute to improving customer service processes. Additionally, they will play a vital role in mentoring new and existing staff to enhance team effectiveness and prepare detailed reports for senior management.

Key Responsibilities

Handle Escalations: Take ownership of complex, sensitive, or high-priority customer complaints that junior agents are unable to resolve, ensuring timely and satisfactory outcomes.

Monitor Metrics: Track and analyze key performance indicators such as average handle time, resolution rate, and customer satisfaction scores to maintain high service standards.

Mentor Staff: Provide training and ongoing guidance to new hires and team members, offering constructive feedback to improve individual and team performance.

Process Improvement: Identify recurring customer issues and recommend updates to workflows or scripts to management, aiming to enhance efficiency and customer experience.

Reporting: Compile and deliver daily, weekly, or monthly performance reports to senior operations leaders, highlighting trends and areas for improvement.

Required Qualifications

Education: Bachelor’s degree in Business, Communications, or a related field.

Experience: Between 2 to 4 years of demonstrated experience in a customer service or call center environment.

Communication: Excellent verbal and written English skills, with the ability to communicate clearly and professionally.

Technical Skills: Proficient in using CRM software, ticketing platforms, and Microsoft Office applications.

Soft Skills: Strong active listening abilities, conflict resolution skills, and the capacity to remain patient and composed under pressure.

No preferred qualifications or benefits were specified for this position.