Assistant Manager CSD - 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. This role involves managing daily customer service operations, addressing customer inquiries and complaints, supervising the CSD team, maintaining accurate records, and collaborating with various internal departments to ensure a seamless and satisfactory customer experience.

Key Responsibilities:
- Supervise and manage day-to-day CSD operations at the Kharian office.
- Greet and assist customers professionally, maintaining a high standard of service.
- Handle and resolve customer inquiries, complaints, and service issues via walk-ins, calls, and other communication channels.
- Monitor customer complaints to ensure timely resolution and proper follow-up.
- Coordinate with Sales, Accounts, Recovery, Operations, Development, and other departments to resolve customer issues efficiently.
- Oversee CSD staff, ensuring proper task allocation and completion.
- Maintain accurate and up-to-date customer records, 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 timely closure.
- Prepare and maintain daily, weekly, and monthly CSD reports for management review.
- Review 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 matters 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 enhancing customer satisfaction and overall CSD 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, CSD, real estate, sales support, or a similar role.
- Prior experience in a supervisory or team-handling capacity 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, particularly Excel and Word.
- Strong reporting, documentation, coordination, and follow-up skills.
- Ability to manage multiple customer cases and prioritize tasks effectively.
- Professional appearance and a customer-oriented attitude.
- Strong problem-solving and decision-making capabilities.

Preferred Qualifications and Benefits:
- Experience in real estate or customer service sectors will be considered an asset.

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:
This position requires in-person attendance at the Kharian office.