drjobs Customer Care Manager

Customer Care Manager

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1 Vacancy
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Jobs by Experience drjobs

4-5years

Job Location drjobs

Lahore - Pakistan

Monthly Salary drjobs

100 - 150

Vacancy

1 Vacancy

Job Description

We are looking for an experienced and proactive Customer Care Manager to lead and grow our customer service operations. The ideal candidate will maintain highquality service standards manage day to day activities and achieve targets with team. This role involves leadership with operations team management training and customer interaction across various communication platforms.

  • Lead Customer Care Operations: Manage daily customer service activities including team rosters workflow optimization and target achievement.
  • Ensure Service Quality: Implement QA processes monitor team performance and ensure adherence to service standards.
  • Achieving KPIs: Ensuring all teams are meeting their KPIs and are ontrack. Also responsible to manage the lagging KPIs.
  • Handle Escalations: Resolve complex customer complaints and conflicts effectively to maintain customer satisfaction.
  • Train & Develop Team: Conduct training sessions update documentation and ensure team readiness for handling diverse scenarios.
  • Oversee Communication Platforms: Manage customer interactions on Intercom and Unifonic ensuring timely and accurate responses.
  • Report & Analyze Performance: Maintain documentation and analyze data to improve processes and identify growth opportunities.



  • Requirements


  • Masters or Bachelors complete degree
  • 3 years of experience in customer service or similar role and lead a team of 20 people.
  • Proficiency in using customer communications
  • Strong organizational and conflictresolution skills.
  • Excellent verbal and written communication abilities.
  • Proven ability to motivate and manage teams towards achieving goals.
  • Data analytics excel or SQL skills


  • Education: Bachelor's degree in Computer Science (BSCS) or Information Technology (BSIT). Experience: Minimum of 1 year of experience in IT networking. Technical Expertise: Proficiency in LAN and WAN technologies. Knowledge of network infrastructure, configuration, and troubleshooting

    Employment Type

    Full Time

    Company Industry

    About Company

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