Customer Service Manager

Get Licensed Limited Unverified

Karachi , Pakistan

Posted Feb 11, 2021 263 views

PKR. 150,000 - 250,000/Month

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Job Description

Get Licensed is the UK's leading workplace management solution platform. We are looking to hire a Customer Service Manager for our office in Karachi.

The Customer Service Manager will manage all aspects of customer service, specifically once a trainee has booked onto a course. Currently, there is a team in Pakistan which field customer service calls and tickets - the remit of the Customer Services Manager starts from the booking of a course by a prospective trainee (customer), right up to when the trainee has completed their course, has received their course completion certificate, and has completed their NPS score.

There are a number of key areas which are the responsibility of the Customer Services Manager:

  • Drive the Customer Service team forward, continually implementing ideas to help improve the level of customer service. Ensure the highest possible standards and productivity are achieved.
  • Hire, mentor, develop and manage the customer service team. Create a valued and respected training schedule. 
  • Take ownership of customers issues and complaints, and follow problems through to resolution. Respond to all negative Trustpilot Reviews.
  • Document and develop customer service processes and respective SLAs, and implement across the Customer Services team
  • Identify customer service trends and determine system improvements to improve self-service capabilities
  • Use data to compile accurate reports and propose methods to improve first contact resolution
  • Identify call centre downtime and create value-add tasks to increase output
  • Proactively launch a regular feedback programme to understand customer satisfaction
  • Undertake regular call listening and other spot checks to ensure quality of all agent’s communications
  • Keep accurate records and document customer service actions and discussions
  • Ensure course results and certificates are updated/dispatched within the stipulated time frame for all customers
  • Ensure Easy Apply packs are processed within the stipulated time frame
  • Managing communications with customers in the event of course cancellations
  • Keep ahead of industry’s developments and apply best practices to areas of improvement

  The ideal candidate will have;

  • At least 5 years experience as a Customer Service Manager
  • Masters degree in Business Administration
  • Highly proficient in written and spoken English
  • Excellent communication skills
  • Ability to multi-task and solve problems
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Ability to think strategically and lead

Job Details

Industry:
Total Positions:
1 Post
Job Shift:
Second Shift (Afternoon)
Job Type:
Job Location:
SMCH Shahrah-e-Faisal, Karachi, Pakistan
Gender:
No Preference
Age:
30 - 45 Years
Minimum Education:
Masters
Degree Title:
Business Administration
Career Level:
Experienced Professional
Minimum Experience:
5 Years (Customer Service Management)
Apply Before:
Mar 02, 2021
Posting Date:
Feb 11, 2021
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Get Licensed Limited

Education/Training · 11-50 employees - Karachi

Get Licensed Limited is UK's largest security training booking platform. We connect individual's with the best SIA training at a location near them.

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