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Latest jobs by Human Resource Solutions International

CAREER OPPORTUNITY

COMPANY OVERVIEW

Our client, a Karachi-based company, is seeking to appoint experienced professionals for the following role:

MIDDLE MANAGEMENT POSITION – CUSTOMER SERVICES

1. Job Purpose

To lead and manage the Customer Services function by developing and executing service delivery strategies that:

  • Enhance customer satisfaction

  • Strengthen brand loyalty

  • Ensure consistent service excellence across all customer touchpoints

This role is critical for:

  • Aligning service operations with business goals

  • Driving a customer-centric culture throughout the organization

2. Key Responsibilities

Customer Service Strategy & Leadership

  • Develop and implement a robust customer service strategy aligned with company objectives

  • Establish and monitor KPIs such as:

    • Customer Satisfaction (CSAT)

    • Net Promoter Score (NPS)

    • Complaint Resolution Time

    • First Contact Resolution (FCR)

Operational Excellence

  • Lead daily customer service operations to ensure high service levels across:

    • Phone

    • Digital

    • In-person channels

  • Maintain service standards across outsourced teams through:

    • Regular reviews

    • Audits

    • Performance evaluations

Complaint Resolution & Experience Management

  • Oversee resolution of escalated and complex customer issues

  • Ensure outcomes are timely and customer-centric

  • Analyze complaint trends to identify and address systemic issues

Team Leadership & Development

  • Recruit, train, and mentor customer service staff

  • Build a high-performing, customer-focused team

  • Organize training and coaching sessions to:

    • Upskill team members

    • Improve service delivery

Process Design & Policy Implementation

  • Design and update customer service policies and SOPs

  • Implement quality assurance processes

  • Ensure policy adherence across all regions and channels

Customer Insights & Reporting

  • Utilize CRM systems and analytics tools to:

    • Generate insights on customer behavior and satisfaction

    • Measure service efficiency

  • Prepare and present service performance reports to senior management

Field Evaluation & Improvement

  • Conduct visits to regional outlets

  • Assess service quality

  • Gather feedback and identify areas for improvement

3. Education

  • Minimum: 16 years of education

  • Preferred: Master’s degree from a reputable HEC-recognized institution or equivalent foreign degree

  • Acceptable Disciplines: Any or combination relevant to the role

4. Experience

  • 6–8 years of total professional experience

  • Preferably in large national/multinational organizations

  • 2–6 years of related functional experience in a similar or equivalent role

5. Skills

  • Strong leadership, coaching, and team development skills

  • Excellent analytical, problem-solving, and decision-making abilities

  • Proficiency in:

    • CRM systems

    • Microsoft Office Suite

    • Reporting dashboards

6. Age

  • Preferably not more than 40 years of age as of the last application submission date

Application Deadline:

Apply by June 15, 2025 at: http://jobs.hrs-int.com/

Only shortlisted candidates will be contacted.

Website: www.hrs-int.com