Posted Jul 15, 2022 492 views
Customer Service Managers connect our valued clients to AIS services.
As a customer success champion, you will be responsible for enhancing customer relationships and becoming a trusted customer advisor to further AIS Solutions through the customer experience journey.
Serve as the first customer touch point for inquiry, order receipt, and updates through closure. Oversee the escalation handling activity as the point for any queries with customers. You will represent AIS's customer interest within the company and ensure vital internal stakeholders are delivering a world-class customer experience.
This role focuses primarily on driving adoption, integration, and continued expansion of our solutions into customers' daily order decisions and ensuring the retention strategy of key-customer accounts.
You will be a crucial voice for building and delivering on the Customer Success Plans and delivering all AIS agreed-upon milestones. The customer success plan will align customer needs with the AIS product roadmap.
You will maintain the most precise customer relationship insight and timely communicate risk avoidance and mitigation messages with the AIS leadership team.
Key Duties
- Oversee the customer contact center/team to ensure the delivery of quality customer service through multiple customer contact points
- Work closely with internal key stakeholders to design and maintain customer journey, including developing and keeping the customer retention program and identifying cross-selling opportunities proactively
- Enhance and improve customer experience by proactively leading and working closely with different stakeholders across different internal teams
- Participate in industry events alongside the BD team to develop networking and brand presence, and stay up to date on industry trends
- Design and implement a customer interaction program.
- Drive the planning, design, delivery, and continuous enhancement of the customer management processes and systems
- Responsible for managing customer engagement-related communications.
- Recommend changes to procedures/processes and participate in their implementation.
- Formulate and drive Customer journey strategies through phone and online channels to achieve business objectives
- Manage CS team on their resources planning, recruitment, training & development
- Establish and maintain efficient business relationships with customers, and ensure a professional company image and quality customer service
- Collaborate with Operations and Business Development to plan, devise and enforce sales and marketing campaigns for various customer segments/ groups
- Inspire, motivate, and ensure that team members are fully engaged in delivering quality results
- Maintain good relationships with existing and new customers
- Work closely with Operations teams to ensure the service meet client's requirement.
Qualifications
- 5+ Years of Service Industry Customer Service management experience
- 3+ years of people manager experience
- Degree holder in Business Administration or related disciplines
- Excellent English and Urdu verbal and written communication skills
- Computer Proficient in Email, Word, Excel, PowerPoint, and Social Media Platforms
- Willing to timely manage within customer desired response time
- Be open-minded, embrace change, strive for innovation, and be results-driven.
- Be ready for a fast-faced, agile, collaborative environment.
- Be ready for a multi-cultures environment, especially with EU, USA culture, and the other Asia Pacific markets.
- Strong analytical and problem-solving skills are performance-driven, well organized, hands-on, and detail-oriented.
- Strong people skills to influence, partner, and drive performance with various stakeholders.
- Customer-oriented with excellent negotiation and influencing skills
Job Details
Asian Inspection Services Private Ltd
Asian Inspection Services Pvt Ltd has been in business since August 1974, registered as a private company. Asian is also registered as a member of Karachi Chamber of Commerce & Industry, since 1975. The company stands as an approved and registered Inspection Company by Pakistan Standard Quality Control Authority (PSQCA) and have also been certified for quality assurance in compliance with ISO 9001:2008 and ISO/IEC 17020:1998. Asian Inspection is one of the leading independent inspection companies in South Asia and has over 40 years experience in the inspection of agricultural and manufactured products within Pakistan and through associates worldwide. We are on the approved panel of inspectors of various government & autonomous corporations in Pakistan and foreign-based clients and international organizations. GLOBAL NETWORK: The global economy has resulted in levels of complexity within the business environment, and organizations are undergoing various changes. Presently the world of competitive foreign trade is protecting itself by engaging services of an independent inspection agency for pre-shipment inspection and testing of goods and / or equipment and hence competing globally. As an impartial third party agent, we are established to play a very essential and pivotal role and are resourced to offer global clients a comprehensive and dedicated range of professional services, which enhances business between the buyer and sellers, serving to build up confidence level between the two. Asian Inspection has worldwide coverage and has associates and agents in all major trading countries. ROLE OF ASIAN INSPECTION – CUSTOMER FOCUS: Asian Inspection comprises of a cohesive group of technically qualified, trained and experienced quality inspectors ready to undertake multistage inspection that is aimed at quality assurance and attending to all inspection assignments with care to ensure shipment of goods as per contractual requirement. Our main objective is to identify and understand our customer’s needs, by designing value added services that proactively minimizes risks and ensures business sustainability. Asian endeavors to surpass customer’s satisfaction and win their lasting contentment. COMPANY IMAGE: Staff quality, geographic coverage of activities and technical expertise are the factors defining the viability and credibility of Asian Inspection Services in achievement of business excellence. We are resourced to offer global clients with excellence and uncompromising dedication to client’s requirements that we can truly fulfill our mission. Asian provides pre-shipment inspection, post arrival inspection, survey and loading supervision services in a broad spectrum of traded goods. The services we offer are as comprehensive as our clients are varied. We have executed numerous pre-shipment and post arrival inspection contracts since 1974. We check and test the products that consumers around the world rely on countless times, in their everyday lives. We believe that only through professional excellence and uncompromising dedication to client’s requirements that we can truly fulfill our mission. We aim at eliminating risk factor and enhancing your corporate image.
What is your Competitive Advantage?
Similar Job Titles
Muzammil Baig
Digital Marketing Manager
IT Services Group
Zubair Anjum
Business Excellence Specialist
Nestle Pakistan
Sehrish Azhar
Motivational Speaker & Blogger
Living Upbeat
Ayesha Shaukat
Social Media Marketing Manager
Ivoke
Aqib Irshad
Head of HR, Training & OD
FINCA
Ali Aziz
CEO
Shopistan
Mona Sharif
Senior Team Lead
Konext PVT. LTD
Babar Ahmed Khan
Territory Sales Manager
Engro Foods
Zohaib Ali
Marketing Manager
Digital Online Devices
Usman Habib
Recruitment & Training Executive
ACS Synergy (Pvt) Ltd.
