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Customers Service Centre Manager

Customer Service Centre Manager job in Quetta

Industry: Telecommunications

Sector: Customer Services

Location: ,

Qualification: Bachelors / Masters

Experience: 4 to 5 years

Customers Service Centre Manager required for a Leading Telecom company in Pakistan. Customers Service Centre Manager job in Quetta requires candidates having 4 to 5 years of work experience. Professionals having customer service experience are required for the job in Quetta.

Customers Service Centre Manager will be responsible to meet all Sales & Service Targets/KPI’s set by the department, Management of Quality Service Targets, Customer Service Centre’s Profitability and Management of CSC Operations and Financial Management.

 

Responsibilities:

  • Responsible to provide experience of 4G services including downloading, buffering and streaming at CSC
  • Manage to educate customers to use and download Applications provided at Apps store
  • Management & achievement of MBB, Application and Handset Sales Target
  • Management of Handset Zones
  • Responsible for handling and security of complete MBB / handset stock, testing devices and company assets.
  • Development of CSC and regional targets in line with profitability model
  • Management & achievement of Sales Targets
  • Plan and manage indoor/outdoor activities
  • To ensure smooth/proper customer handling by frontline staff
    Maintain proper administration & discipline in all Customers Service Centre’s
  • Build customer relationship
  • Management of quality service benchmarks  (FCR, Quiz, Mystery Shopping)
  • Take accurate measures to improve quality service at front end
  • Help and supervise management of daily CSC’s operations
  • Management & control of CSC operational expenditure
  • Cost effective operations
  • CSC profitability and profit generation
  • CSC Strategic Planning
  • Ensure effective and efficient customer management at CSC
  • Utilize daily operational and financial reports to plan activities
  • SOP implementation and monitoring at CSC
  • Keep updated office stock, stationery, inventory & Cash flow
  • Ensure full technical & system support to Regional CSC
  • Management of expense claims and financial records Management of Financial assets (Cash/Inventory) & month end closing
  • Utilize Mystery Shopping Report to improve quality services at front end
  • Plan & visit along with CSC Manager to co-operate clients in remote locations
  • Responsible for achieving high customer satisfaction through high quality service delivery
  • Take accurate measures against feedback from customer
  • Provide input to secure strategies for the Customer Services
  • Ensure complaints are handled within the given time frame with strong follow up Focus on customer retention
  • To constantly look for innovative ways of improving the customer services staff performance and motivation
  • Conduct periodic meeting with Regional CSC’s Managers to provide performance review with suggestions for improvement
  • Focus on employee retention and development

 

Skills:

  • Innovative & Proactive
  • Customer focused
  • Self-motivated & flexible
  • Leadership Skills
  • Team Work

 

 

Apply now at saba@hasnain.biz

Kindly mention the job title “CSC Manager” in the email

Last date to apply 25th August, 2017

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