Customer Service Manager

Customer Service Manager Futuro Digital Pvt. Ltd., Pakistan Customer Service Manager Job DescriptionJob SummaryWe are looking for an experienced Customer Service Manager with 5+ years' experience, who has worked within an established Customer Support/Service environment and has client and customer facing experience.You will be the key liaison to our UK client's customer service department therefore, you must have excellent Written and Verbal English communication.Key Skills and Areas of ResponsibilitiesAbility to build a proficient and engaged team around youPlan, prioritise and delegate work tasks to ensure the proper functioning of the customer services departmentIdentify opportunities to improve the customer experience and implement initiatives effectively to drive customer loyaltyRecommend and implement operational improvements to take the customer experience to the next levelHandle complex and escalated customer service issuesDevelop and implement in house customer service policies and procedures, customer service standards and service levels agreementsAnalyse relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitabilityLiaise with company management to support and implement growth strategiesSet KPIs, evaluate and performance management of staff identify and address staff training and coaching needsNurture and develop relationships with our clientsYouPrevious Call Centre/Customer Service Management experienceEducated to a minimum Bachelors/Masters levelWillingness to work in our office in the evening and night shiftsJob SpecificationWhat we offer:A monthly salary (dependent on experience)Enhance your customer service management career by working with a variety of international brandsLearnings and best practices in the customer service industry using a variety of digital toolsA professional working environmentMentorship from people who've seen and done it allProgression as we expand our client portfolioPakistan's largest online destination for the latest and best high street and international fashion, footwear and accessory brands, providing customers fast order fulfilment, an attractive a

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