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Customer Care Manager

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Industry:
Telecommunication/ISP
Category:
Client Services & Customer Support
Total Position:
1
Job Type:
Full Time/Permanent
Department:
Customer Care
Job Location:
Karachi
Gender:
Doesn't Matter
Minimum Education:
Masters
Degree Title:
Hold a Masters Degree
Career Level:
Manager
Minimum Experience:
5 Years(Have at least 5 years of work experience in the Customer Service Industry)
Apply By:
Dec 20, 2012
Posted On:
Sep 20, 2012
Job Description

The ideal candidate should:

  • Hold a Masters Degree
  • Have at least 5 years of work experience in the Customer Service Industry

Job Description

  • Maintain office discipline
  • Prepare center related reports
  • Conduct team building activities
  • Conduct training needs analysis
  • Optimize workflow management
  • Maintain CSRs observation record
  • Manage the recruitment process and hiring of CCRs
  • Ensure the availability of co. products and resources
  • Develop & forecast future plans for the service center
  • Manage the Service Center and resolve all related issues
  • Share the daily/weekly/monthly reports with the line manager
  • Counsel & groom CSRs to encourage a culture which promotes customer loyalty and retention
  • Spend quality time on the floor on daily basis to ensure is working as per guidelines approved in CC Centers Charter
  • Develop a strong working relationship with other departments.
  • Maintain leave record and future leave plans for CSRs
  • Carry out CSRs evaluation and conduct Performance appraisals

Essential Skills

  • Should be proficient in operating MS Office Suite
  • Should possess strong managerial and leadership skills
  • Should be good at problem solving and handling conflict management
  • Should possess sound analytical, forecasting and decision making skills
  • Should have good communication and interpersonal skills

Desirable Skills

  • Should be a competent individual who ensures customer satisfaction
  • Should be resolution oriented and possess proactive approach

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Jobs in Pakistan
Jobs in Pakistan