Team Lead Customer Services

Minimum Required Qualification: MBA 

Short Job Objective: Responsible for providing quality and efficient customer service through daily management of the team.   

Required Competencies:

  1. Proven Leadership Experience
  2. Strong Customer Focus
  3. Efficient and effective handling of support staff
  4. Corporate Savvy
  5. Problem Solving / Priority Setting / Decision Making
  6. Communication skills

Job Responsibilities:  v  Drive, supervise, and manage a team of customer support services. v  Provide continual evaluation of processes and procedures, training and guidelines as required for team enhancement v  Responsible for suggesting methods to improve area operations, efficient services to both external and internal customers, Ensure prompt settlement and solutions of customer complaints, also maintain a log of complaints so that future recurrences are avoided v  Work as a member/leader on special and ongoing projects related to verification, edition and deletion of data. v  Correspond with institutions for smooth operations v  Establish effective customer services mechanisms. v  Ensure collection of monthly payments from clients, coordinate the timely release of contracts at least 3 months before expiry v  Conduct periodic system training for clients, in particular, members of the Pakistan Micro Finance Network v  Provide a brief description of our valued products to customers whenever required v  Ensure compliance in line with ISO 27001. v  Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. v  Prepare periodic M.I.S for Management v  Provide statistical and performance feedback and coaching on a regular basis to each team member for skill improvement. Also, maintain monthly tasks/work done by the department. v  Will perform any task given by immediate supervisor.

Job Category: Team Lead Customer Services
Job Type: Full Time
Job Location: Karachi

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