Khyber Pakhtunkhwa Times
Regional Manager Customer Service Operations
Industry: Telecommunication/ISP
Functional Area: Customer
Services
Total Position: 1
Job Type: Full Time/Permanent
Job Location: Islamabad, Pakistan
Degree Title: Candidates with BBA/MBA from a reputed institute
Career Level: Manager 5 Years(At least 5 to 8 years of experience in Customer Services
with at least 4 years of relevant experience in Telecom Industry)
Apply By: Aug 30, 2013
Job Purpose:
Lead, direct and implement all prime tasks pertaining to
Business Center including activity reporting, staff motivation & schedule
adherence, center ambiance, and management of routine operations within the
defined key performance parameters and standards Job Responsibilities:
- Development of effective & efficient Customer Relationship Management across all touch points of Customer services in assigned region.
- Ensure implementation of CS process & procedures at Business Centers & Franchise centers and provide support in formulation of the same.
- Ensure provision of personalized service to high value customers visiting at Business Centers and develop rapport and strong relationship with all priority customers to build up a long-term association with the company for enhanced customer loyalty.
- To ensure smooth operational implementation of new projects at Service Centers/Franchises in assigned region.
- Ensure proper behavior/discipline/grooming/punctuality of team as per the requirements and image of the organization.
- Monitor and analyze daily/weekly Business Centers & Franchise Customer Service reports in assigned region to find out area of improvements and current service level of KPIs.
- Ensure Effective and efficient coordination with related departments towards maintain & improving business centers & franchises.
- Regular visits to Business centers & franchises for assessments and improvements in service delivery in assigned region
- Ensure that all business Centers are properly maintained administratively and resolve all the issues pertaining to Business Centers smooth functionality
Required Skills
- High energy, smart worker with well-developed Communication skills
- Excellent Time Management abilities
- Selling and Financial Analytical skills
- People focused and excellent team player
- Ability to manage and develop a broad team of Customer Services Professionals.
- Ability to create trust and harmony amongst the team members
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