Location: Islamabad, DHA Phase 2, Pakistan (On-site)
Work Hours: 7 PM to 3 AM (Monday to Friday – US Working Hours)
Salary Range: PKR 200,000 to 250,000 (Managerial Level Senior Candidates Preferred)
Job Description
We are seeking a dynamic and experienced Senior Customer Support Manager to oversee inbound and outbound operations, ensure exceptional client retention, and drive sales growth. The ideal candidate will possess strong leadership and communication skills to manage a team and ensure excellent customer satisfaction.
Key Responsibilities:
Operations Management:
Oversee inbound and outbound customer calls for all brands.
Manage CRM to ensure accurate order processing and timely shipments.
Resolve customer concerns and provide tailored solutions to meet their needs.
Sales Growth:
Develop strategies to drive sales and revenue growth.
Identify opportunities to upsell or cross-sell services to enhance profitability.
Client Retention:
Build strong relationships with customers to ensure loyalty and retention.
Monitor client satisfaction levels and implement improvements as needed.
Team Leadership:
Provide guidance and motivation to the customer support team.
Ensure quality performance through training, mentoring, and regular feedback.
Implement solutions to streamline processes and improve efficiency.
Performance Tracking:
Maintain KPIs for customer satisfaction, sales targets, and operational efficiency.
Analyze trends and create reports to inform strategic decision-making.
Requirements:
Bachelor’s degree in Business Administration, Marketing, or a related field.
Experience:
5+ years of experience in customer service and sales management, preferably at a managerial or senior level in a BPO sector.
Proven track record of driving sales growth and managing customer operations effectively.
Skills:
Excellent verbal and written communication skills in English.
Strong leadership and team management abilities.
Proficient in CRM systems and operational tools.
Problem-solving and conflict resolution expertise.
Preferred: Candidates with prior experience handling US-based clients.
Why Join Us?
This is a unique opportunity to work in a fast-paced, customer-focused environment while contributing to the growth of an established organization. If you are passionate about delivering excellence and have a proven ability to manage customer support operations, we’d love to hear from you!
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