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Job Description

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customer’s issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities First point of contact for all client related queries and if required escalates to the VP CSD.
  • Meeting / Calling clients on a regular basis
  • Internal coordination as required with the Business & Sales team
  • Oversee daily functioning of the CSD pertaining to deliveries and outstanding follow up
  • Coordinate with the team on shipments (inward / outward) for a smooth movement 
  • Oversee the Global stock position and check all required documents prepared and shared with various departments
  • Call center operations to be monitored and reports to be checked / verified daily and any discrepancies to be highlighted to VP CSD
  • Need to be a hands on in implementing new Customer Service processes to ensure quality service delivery
  • Suggest corrective action plans to improve Customer satisfaction
  • Customer satisfaction target score of 90%
  • Oversees all daily activity reports prepared by the team members and reporting to the VP CSD
  • Daily/Weekly/Monthly reports to be shared with VP CSD:

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
Shah Faisal Colony No.1, Karachi, Pakistan
Minimum Education:
Career Level:
Entry Level
Minimum Experience:
3 Years
Apply Before:
Jan 23, 2021
Posting Date:
Dec 22, 2020
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OMA Emirates

Information Technology · 101-200 employees - Karachi

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