Posted Jul 08, 2024 1351 views
We are seeking a dedicated and experienced Customer Service Manager to oversee and enhance the customer service operations of our Non-Banking Financial Company (NBFC) in Pakistan. The Customer Service Manager will be responsible for managing all inbound calls, addressing customer complaints, and handling SECP complaint reports. The ideal candidate will have a strong background in customer service management within the banking, lending, or telecom industry.
Key Responsibilities:
Inbound Call Management:
- Supervise and manage the customer service team to ensure efficient handling of all inbound calls.
- Develop and implement strategies to improve call handling processes and customer satisfaction.
- Monitor call center performance metrics and ensure adherence to service level agreements (SLAs).
Complaint Handling:
- Oversee the resolution of customer complaints, ensuring timely and effective solutions.
- Implement and maintain a comprehensive complaint management system.
- Analyze complaint data to identify trends and areas for improvement.
SECP Complaint Reports:
- Handle and respond to SECP complaint reports in compliance with regulatory requirements.
- Prepare and submit detailed reports to SECP as required.
- Ensure all SECP complaints are resolved within the stipulated time frame.
Customer Service Excellence:
- Develop and enforce customer service policies and procedures to ensure consistent service quality.
- Conduct regular training sessions for customer service representatives to enhance their skills and knowledge.
- Implement customer feedback mechanisms to gather insights and improve service delivery.
Team Leadership:
- Lead, motivate, and develop the customer service team to achieve high performance and morale.
- Conduct performance evaluations and provide constructive feedback to team members.
- Foster a positive and collaborative work environment.
Reporting and Analysis:
- Generate regular reports on customer service performance and present findings to senior management.
- Use data analytics to identify opportunities for process improvements and customer satisfaction enhancement.
- Monitor industry trends and best practices to keep the customer service function up-to-date.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, preferably in the banking, lending, or telecom industry.
- Strong understanding of SECP regulations and reporting requirements.
- Proven experience in handling customer complaints and managing inbound call centers.
- Excellent leadership and team management skills.
Job Details
Visioncred Financial Services (Private) Limited
Vision To be the leading fintech company in Pakistan, known for our exceptional service and groundbreaking solutions that transform digital finance, fostering economic growth and financial inclusion across the nation. Mission To revolutionize the digital finance landscape in Pakistan by providing warm, reliable, and innovative financial services that empower individuals and businesses to achieve their financial goals. Core Value Warmth: We provide a welcoming and personalized service, ensuring every customer feels valued and supported in their financial journey. We also create a warm environment for our internal staff. Trust: We build and maintain trust through transparent and ethical practices, ensuring our customers' financial security and confidence in our services. Excellence: We strive for excellence in every aspect of our operations, continually improving to offer the best financial solutions and experiences.
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