Assistant Manager CS - Kharian

Assistant Manager – Customer Service Department (CSD)
Location: Kharian
Employment Type: Full-time

We are seeking a professional and customer-focused Assistant Manager to lead the Customer Service Department at our Kharian office. The ideal candidate will manage customer interactions, oversee complaint resolution, supervise daily CSD operations, and ensure smooth coordination with various internal departments. This role demands maintaining accurate customer records, timely follow-ups, and delivering a high standard of service to enhance overall customer satisfaction.

Key Responsibilities:
- Supervise and manage daily Customer Service Department operations at the Kharian office.
- Greet and assist customers professionally, ensuring excellent service standards.
- Address and resolve customer inquiries, complaints, and service issues through walk-ins, calls, and other communication channels.
- Monitor customer complaints closely to guarantee timely resolution and appropriate follow-up.
- Collaborate with Sales, Accounts, Recovery, Operations, Development, and other departments to resolve customer concerns effectively.
- Lead and supervise CSD staff, ensuring proper task allocation and completion.
- Maintain accurate and up-to-date customer records, including applications, requests, complaints, and related documentation.
- Follow up with customers on payments, applications, possession matters, requests, and other pending issues.
- Track pending customer cases and ensure their timely closure.
- Prepare and submit daily, weekly, and monthly reports on CSD activities for management review.
- Analyze customer feedback to identify opportunities for service improvement.
- Ensure proper filing, documentation, and updating of customer data and records.
- Build and maintain strong professional relationships with customers, providing timely responses.
- Escalate critical or unresolved issues to the CSD Manager, Head of Department, or relevant management.
- Ensure compliance with company policies, procedures, and customer service standards.
- Support management initiatives aimed at improving customer satisfaction and overall department performance.
- Perform additional duties as assigned by management.

Required Qualifications:
- Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
- 3 to 5 years of experience in customer service, customer service departments, real estate, sales support, or similar roles.
- Previous experience in a supervisory or team leadership position is preferred.
- Strong skills in customer handling, complaint resolution, and relationship management.
- Excellent communication and interpersonal abilities.
- Proficiency in English and Urdu; knowledge of Punjabi is an advantage.
- Competent in MS Office applications, especially Excel and Word.
- Strong reporting, documentation, coordination, and follow-up capabilities.
- Ability to manage multiple customer cases simultaneously and prioritize tasks effectively.
- Professional appearance and a customer-oriented attitude.
- Effective problem-solving and decision-making skills.

Preferred Qualifications and Benefits:
- Experience in real estate or customer service within the real estate sector is highly desirable.

Key Skills:
Customer Service Management | Team Supervision | Customer Handling | Complaint Resolution | Communication | Follow-up | Coordination | Documentation | Reporting | MS Office | Problem Solving | Customer Relationship Management

Work Location: On-site at Kharian office.