Customer Service Center Manager job in Gujrat

Industry:Telecommunications

Sector:Customer Services

Location: Gujrat, Pakistan

Qualification:Bachelor’s or Masters

Experience:4 to 5 years

Customer Service Center Manager job in Gujrat is available with a leading telecommunication services provider in Pakistan. Customer Service Center Manager will be responsible for Customer Service Centre’s Profitability and management of CSC Operations and Financial Management.

The ideal candidate for the job should have 4 to 5 years of experience in the same or relevant position in a reputed organization along with a Bachelor’s Degree however Master’s Degree holders will be preferred. Resource must be innovative & Proactive and Customer focused. Leadership Skills and Team Work is required for the job.

Responsibilities:

Management of Mobile Broadband devices, handset and Apps Store

• Responsible to provide experience of 3G/4G services including downloading, buffering and streaming
• Manage to educate customers to use and download Applications provided at Apps store
• Management & achievement of MBB, Application and Handset Sales Target
• Management of Handset Zones
• Responsible for handling and security of complete MBB / handset stock, testing devices and company assets.

Meet all Sales & Service Targets/KPI’s set by the department

• Development of CSC and regional targets in line with profitability model
• Management & achievement of Sales Targets
• Plan and manage indoor/outdoor activities
• To ensure smooth/proper customer handling by frontline staff
• Maintain proper administration & discipline in all Customers Service Centre’s

 Management of Quality Service Targets

• Build customer relationship
• Management of quality service benchmarks  (FCR, Quiz, Mystery Shopping)
• Take accurate measures to improve quality service at front end

Customer Service Centre’s Profitability

• Help and supervise management of daily CSC’s operations
• Management & control of CSC operational expenditure
• Cost effective operations
• CSC profitability and profit generation

Management of CSC Operations and Financial Management

• CSC Strategic Planning
• Ensure effective and efficient customer management at CSC
• Utilize daily operational and financial reports to plan activities
• SOP implementation and monitoring at CSC
• Keep updated office stock, stationery, inventory & Cash flow
• Ensure full technical & system support to Regional CSC
• Management of expense claims and financial records Management of Financial assets (Cash/Inventory) & month end closing

Customer Experience Management

• Utilize Mystery Shopping Report to improve quality services at front end
• Plan & visit along with CSC Manager to co-operate clients in remote locations
• Responsible for achieving high customer satisfaction through high quality service delivery
• Take accurate measures against feedback from customer
• Provide input to secure strategies for the Customer Services
• Ensure complaints are handled within the given time frame with strong follow up Focus on customer retention

Employee Satisfaction Level

• To constantly look for innovative ways of improving the customer services staff performance and motivation
• Conduct periodic meeting with Regional CSC’s Managers to provide performance review with suggestions for improvement
• Focus on employee retention and development

Skills:

• Working strategically
• Excellent communication skills
• Team building skills
• Analytical thinking
• Excellent Computer knowledge
• Ability to take risks
• Knowledge on corporate culture and values.

Apply at fahad@hasnain.biz

Kindly mention the job title in CSC Manager in the email.

Last date to apply for the job is 15th July 2017